This document provides explanations of common error messages and troubleshooting steps for resolving login issues with My UW-Madison.
Your NetID is computer-generated based on official University records. Typically your NetID is generated by some combination of your first, middle and last name. It may sometimes include numbers at the end. It is the first part of your WiscMail address (before @wisc.edu).
Note: if you have updated your primary @wisc.edu email address to anything other than the default (i.e. a firstname.lastname@example.org email address), this will not reflect your NetID.
Error: "Login failed. The username you entered cannot be identified."
This message typically appears when a user includes "@wisc.edu" in their NetID. To log into My UW-Madison, make sure you are only entering your NetID.
Note: If you are entering a 10-digit string of numbers, this is your Campus/Photo ID, which is not the same as your NetID.
If you are unsure of your NetID, attempt to use the NetID recovery tool at https://www.mynetid.wisc.edu/recover/netidRecovery. If you did not explicitly verify a recovery email during NetID setup, you will receive an error that says "We couldn't find a NetID associated with that email address". In this case, please call the DoIT Help Desk at 1(608) 264-HELP (4357) for a NetID Recovery. The DoIT Help Desk cannot assist with NetID recovery over live chat or email.
Error: "Login failed: The password you entered was incorrect."
That password you entered did not match the NetID. Make sure you have entered your NetID correct.
Attempt to use the password recovery tool at mynetid.wisc.edu/recover/pwdreset. If you did not explicitly verify a recovery email during NetID setup, you will receive an error that says "We couldn't find a NetID associated with that email address". In this case, please call the DoIT Help Desk at 1(608) 264-HELP (4357) for a NetID Recovery. The DoIT Help Desk cannot assist with NetID recovery over live chat or email.
Error: "Login failed. For assistance please refer to the Help Desk documentation."
It is possible to see this error if the portal is down, or under maintenance, see the Outage Page
If there is not an outage, then please try the following:
- Check to see if your keyboard's "Caps-Lock" was enabled. If it was disable the "Caps-Lock".
- Verify that you are using a supported browser. Please see: MyUW - Recommended Browsers
- If you are unsure of your password, use the NetID Password Reset Utility
If you have recently lost the ability to log in to MyUW and are able to log in from another computer, this is most likely occurring due to a problem with your browser or a firewall. Please try the following troubleshooting steps in order and attempt to log in again after each step:
- Is the browser supported by MyUW?
MyUW - Recommended Browsers
- Clear browser cache and cookies.
Clearing Browser Cache and Cookies
- Are Cookies enabled?
Web Browsers - Cookies FAQ (use the "Managing Cookies" links at the bottom of the page.)
- Is Java installed and updated?
Windows - Installing Java
If you continue to have login problems, please call the Help Desk at (608) 264-HELP (4357).