How to request a new password for a student.
Please note that this guide applies only to students; a different process is required for teachers’ password resets. We are also Unable to change passwords before a specific class to try and prevent disruption for other teachers.
1. To request a password reset for a student, you will need to start a Live chat on the Helpdesk. You will find an icon on your desktop which will take you to the IT Helpdesk, or you can navigate to the following link,
https://itsupport.tila.school/
2. Press the Live chat Button on the main page of the help desk.
3. Fill in the required information to start the Live chat. Please ensure you use your school email when creating live chats, as we may deny your request if you use a personal email.
We may require additional information depending on the device the student is using. So, adding which device they are using in the live chat will speed up the process.
If you know the Device in question requires additional information, such as for Chromebooks, please provide a password from the student in the live chat.
4. If provided with a Generic password, the student should be prompted to change their password at their next login.
If they do not get prompted to change their password, please check their username. The format for usernames is the following,
(LastName/First Letter of First Name/Year they started at the school)
Example: SparksT24
You can also find the username on Arbor if unsure.
5. If the student struggles to set a new password, please ensure the password meets the following requirements.
Password must be at least 12 Characters long
Contain 3 of the following,
Uppercase letter, Lowercase letter, Number, Special characters
Example: 1ChocolateChip?