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Account Help FAQ

Contact the ITS Help Desk

Telephone: (914) 773-3333
Toll Free: 1 (855) 722-3487
Enter Tickets online at:


Q - I need my password reset.
A – You can reset your password at using your personal information. If you are unable to reset your password using this method, you can call the ITS Helpdesk (914) 773-3333 for further assistance.
Q – How do I get an email account set up for my department?
A – You can submit a helpdesk ticket to request for the creation of a department email account, the account will be created and the director or dean of your department will be notified that it has been created. Also include other staff member/student aides that need access to the mailbox in your request.
Q - How do I change my information in Whitepages?
A – To edit your info in the Pace Whitepages, go to and click on the edit your info tab. Click on the link for the profile editor and sign in with your Pace Portal login information. As a student you will have to contact Office of Student Assistance (OSA) or your academic advisor to change things such as your name, school, or major that is listed there. As a staff/faculty member, Division, Department, Job Title is updated directly from Banner, therefore the Human Resources department handles these changes. To change your primary Campus Phone please submit a Helpdesk request.
Q - I know I’m registered for classes but it says I’m not enrolled when I sign into Blackboard.
A - You won’t be able to see your courses in Blackboard until the first day of the semester; although, your instructor has the ability to make the course available up to 2 weeks before the first day of class.
Q - Why can’t I login to Blackboard?
A - If you can’t log in to Blackboard, make sure you are typing the correct username/password, you are registered for classes and that you have a compatible internet browser.
Q - What do I do if I take a test on blackboard and I get kicked off?
A - Try and reopen the test and to see if it lets you back in, if not you will have to contact your professor to reopen the test for you.
Q - As an Instructor, how can I send emails to the students in their courses without having to go through Banner or Blackboard?
A - ITS (Information Technology Services) has developed a way for instructors to easily email students in their courses. You will not have to go through Banner or Blackboard or develop your own email distribution lists. As of Monday, February 8th, all active classes in Banner now have a corresponding email distribution list made up of all active members in the course.

How do you use the lists to reach your students? Simply compose an email to, where CRN is the course registration number and termcode is the 6 digit term code for the semester. So for example, if you are an instructor in course CRN 12345 in termcode 201020 (Spring 2010), you would send an email to If you opted to combine course sections, your CRN number will be the combined CRN as it appears in Blackboard. Your distribution list address will be in the format CRN-CRN.termcode, i.e.:

Note: The lists will be available 3 weeks prior to the start of the semester and 6 weeks after the semester ends and will be updated hourly to reflect changes in course registrations. The ability to send email to the distribution lists will only be available to course instructors and the emails will be delivered to both students and instructors in the course. To use this mechanism Instructors are required to use their Pace email address by using Outlook, Outlook Web Access, or an authenticated SMTP.
Q - I’m an alumni, can I still get into my email account?
A – You will be able to continue using your account provided you graduated in good standing with Pace. Please note, if you do not graduate, your Pace E-Mail will be deactivated after 9 months. Students who have not taken any classes within the past 9 months are considered inactive.
Q- When I log into my email it says the mail box cannot be found for my account – what does this mean?
A - This usually means that you are not yet registered for courses. Once you have registered, you will be able to access your email within 24-48 hours. If you are a staff or faculty member, you will need to speak with Human Resources and verify that your account has been activated.
Q - My email says that my quota is nearly reached. What can I do?
A - If you have emails that you do not want to delete, move them into personal folders stored on the hard drive of the computer and then delete them from your inbox. Be sure to empty your Deleted Items and delete unneeded Sent Items.
Q- How do I forward my Pace email to another account?
A –Please visit and click on the Email Forwarding link under Account Management.
Q – What is my default password to activate my Pace account?
A – The default password is your first and last initial (lower case), a dash(-), and your eight-digit birthday in the format of MMDDYYYY, for Example, jd-01311986.

Q – I cannot activate my MyPace Portal account.  Why is the system not accepting my initial password?

A – Please make sure that you are following the correct format for your initial password:

The initial password format for new accounts will be the user’s initials from his/her first and last name (lower-case), followed by a hyphen, and then their date of birth in MM-DD-YYYY format (add hyphens between month, day, and year). For example, if your name is John Doe, and you were born on January 3, 1998, your initial password would be jd-01-03-1998

If the system still does not accept your initial password, one possible reason is that the date of birth is missing in the system, or it was added AFTER the account was created.  In that case, try replacing your birth date portion of the initial password with your 9-character University ID to complete your initial password.  Following the same example as above for John Doe with sample UID: U12345678, the backup initial password would be jd-U12345678

Q – It says my account is locked, how do I unlock it?
A – Go to, click on the Account Unlock, enter your portal ID, and answer the security questions to have your account unlocked and set a new password.
Q - How do I view my Course Schedule?
A - Click on the Students tab in the MyPace Portal and click on Registration, Grades, and Tuition Schedule under the Office of Student Assistance (OSA) section. Click the Student Schedule link and then select the term you wish to view and click submit to access your course schedule.
Q - How do I view my unofficial transcript?
A - To view your unofficial transcript, click on the Students tab in your MyPace Portal and click Student Records under the Office of Student Assistance (OSA) section. Click the Academic Transcript (Unofficial) to access your unofficial transcript.
Q – How can former students access their unofficial transcripts?
A - Students who graduated the Summer of 2005 and later – can access Portal without doing anything. They would have had to have registered for one course all the way through completion ie have a graded course. (If they have forgotten their UserID or password, they can contact the ITS Help Desk for a password reset.)

Students who graduated Spring 1986 to Spring 2005 – they must go to Alumni Relations and obtain a username and password which gives them access to Printing, Computer Login, and Portal. (This account must be renewed with the Alumni Office prior to September on an annual basis.) If the graduate does not want to go through the Alumni Relations Office, he or she can also fill in the Transcript Request as noted below

Students who graduated 1985 and earlier – will need to fill out the Transcript Request form that is available through OSA’s website and fax it to one of their campuses. (Depending on the year they graduated, this could take an extended amount of time.)
Q – How can former students access their official transcripts?
A - Students who have Portal Access - There is an option within the portal to request and then monitor the status of Official Transcripts. (If they have forgotten their UserID or password, they can contact the ITS Help Desk for a password reset.)

Students who have no Portal Access – will need to fill out the Transcript Request form that is available through OSA’s website and fax it to one of their campuses.
Q - How do I find the Class Schedule in my MyPace Portal to register for my classes?
A - To view an electronic version of the Class Schedule, click the Class Schedule link under the Office of Student Assistance (OSA) section. To view a printable version, click Class Schedule Express under the Office of Student Assistance (OSA) section.
Q – Where do I fill out the health waiver?
A - To complete the health insurance waiver, click on the Students tab in the MyPace Portal and click the link that says Health Waiver under the Office of Student Assistance (OSA) section.You will need to log in a second time using your portal username and password to get to the form.
Q - How do I update my personal information (permanent address, phone number, alternate email, etc.)?
A - Click on the Students tab in the MyPace Portal and click Registration, Grades, and Tuition Schedule under the Office of Student Assistance (OSA) section. Once you are on the Registration page, click the Personal Information tab to view and update your personal information.
Q - Where do I find my Pace username and email address?
A - Go to and type your first and last name in the Name field. If you are a student, please select the Only Students option from the Person Type drop box and click Search. If you are a staff member, please select the Only Staff and Facultyoption from the Person Type drop box and click Search.
Q - How can I find my Pace University ID (U number)?
A - Go to and log in using your Username and Password. Click on the Students tab and click Registration, Grades and Tuition Schedule link. Within the Registration tab, click on Check Your Registration Status. You will see your U-number in the top-right corner of the page, to the left of your name.