Frequently Asked Questions

1. Device Updates
   • Verify that all of your devices are fully up to date, including the operating system and all installed software.
2. Full Antivirus / Anti-Malware Scan
   • Perform a full scan of your device using antivirus or anti-malware software. If threats are detected, they must be removed. The scan must be rerun until no threats remain. Please disregard any threat scores or severity ratings; the objective is complete threat removal.
3. Passphrase Reset
   • Reset your passphrase using the UTSA Passphrase Portal: https://passphrase.utsa.edu
4. Account Re-Enablement
   • If your account is currently disabled, it may be re-enabled only after all required steps have been completed. If you are unsure about this process, please reach out to a Tech Café at 210-458-5555 or techcafe@utsa.edu for assistance.
5. Duo Device Review
   • Review your Duo account for any unrecognized or unfamiliar devices. Any unknown devices must be removed immediately. Visit Duo: Two-Factor Authentication - UTSA One Stop to follow instructions.
6. Outlook Forwarding Rule Review
   • Review your Outlook account for any unauthorized forwarding rules and remove them if present. Follow the links for more information.
     • Outlook Desktop App
       • Mac: How to Forward Your Email from Outlook for Mac
       • Windows: Forwarding Email from Outlook (Windows)
     • Outlook on the Web (must be checked):
       • How to Forward Your Email from Outlook Web
7. Direct Deposit Review (Staff/Faculty Only)
   • If you are a staff or faculty member, you must review your Direct Deposit information in PeopleSoft to ensure no unauthorized changes have occurred.

Visit the UTSA Passphrase Portal. Click on the "Reset Your Passphrase" tile and follow the prompts to enter your myUTSA ID. Select your contact phone number or non-UTSA email address as your contact information selection. Follow the prompts to send your passphrase request to either your contact telephone number or non-UTSA email address. You have a two-hour timeframe before the passphrase request expires.