## Self Help

You can resolve many issues yourself, and most others with the help of your manager, or your manager’s manager. Some of these issues can’t be resolved by the IS&T HelpLine.

### Disabled Account

1. Contact your manager, or your manager’s manager, and ask them to reset your account. Do not contact IS&T HelpLine.

### Problem With First Time Sign-In

1. Check your username and temporary password with your manager.
2. If you didn't get a password, ask your manager, or your manager’s manager, to reset your AppleConnect password using the AppleConnect website.

### I’m being prompted to approve a device.

> If you have an approved device with you, you can use it to approve an unapproved device. Sign in to AppleConnect from the unapproved device, click or tap Start Approval and follow the prompts.

> If you do not have another approved device with you, your manager or your manager’s manager must approve the device for you. Log in to AppleConnect on the the unapproved device click or tap Start Approval and follow the prompts.

### I’m having trouble getting my device approved.

1. Go to IS&T Web and follow instructions for Enable Your First Approved Device.
2. Contact your manager, or your manager’s manager, to approve your device.

### My AppleConnect account has been disabled.

> To access your disabled account, ask your manager, or your manager’s manager, to go to the AppleConnect website. From the side bar click Team and, next to your name, click Manage, then Reset AppleConnect Password.

### Forgot Password

1. Ask your manager, or your manager’s manager, to reset your password.
2. They will give you a temporary password. Use it to access your AppleConnect account.
3. When prompted, set a permanent password.

### I forgot my ApplePIN and have access to the Apple network.

> Reset your ApplePIN. Go to appleconnect.apple.com and click Change ApplePIN.

### 2SV/ OTP / SMS / Security Code Code

If AppleConnect Doesn’t Accept Your Verification Code

1. From the Apple menu, choose System Preferences, then click Date & Time.
2. To unlock changes, click the lock and enter your Mac’s login password.
3. Select Set date and time automatically. If it was already selected, deselect it, then select it again.
4. Sign in to AppleConnect with a new code.

If you’re locked out of AppleConnect or still having problems with two-step verification:

- Ask your manager, or manager’s manager, to go to the AppleConnect website and disable two-step verification for you.

### VPN and Network Connection

If you’re having trouble connecting to VPN or changed your Internet Service Provider (ISP) at home:

1. Open the AppleConnect app.
2. From the AppleConnect menu at the top left of your screen, click Preferences.
3. Choose the Network tab.
4. At the bottom of the window, click Reset Apple Network Settings.

### I’m outside of the Apple network and I forgot my ApplePIN.

> Ask your manager to go to the AppleConnect website and Enable external Apple PIN change for you.

> Then, within 24 hours, you must go to the AppleConnect website and select Change ApplePIN.

### I’m outside of the Apple network and having problems with two-step verification or have been locked out of AppleConnect.

> Ask your manager or manager’s manager to go to the AppleConnect website and disable two-step verification for you.