Accessing help & support

Your ANU ID and email are your gateway to accessing digital services at the University.

Your email address will be in the format u1234567@anu.edu.au where “1234567” will be replaced by your student ID number. This should be emailed to you shortly after you accept your offer.

Access your email via the:

• ANU Home Page > Current Students 
• Microsoft Outlook web app (Mac, PC)  
• Microsoft Outlook mobile app (Apple, Android, Windows).

Important tips: 

• Set up your email on your mobile device for easy daily access  
• Check your ANU email regularly for important updates from the University 
• Avoid forwarding your ANU email to external accounts to maintain data security 
• Your ANU email should primarily be used for University-related business 
• For personal communications and social media logins, you should be using a personal email address.

Your ANU Identity password is the main password for accessing the ANU network, HORUS, ANUHub, email and many other applications. It can be reset either online by following the guide below or calling the ANU Service Desk Password Support Team at +61 2 6125 4321 (select option 2 then option 1).

Before you start:

To ensure a new password syncs correctly with your ANU-managed Windows or Mac device, please have the device powered on and connected to Global Protect prior to resetting your password and for at least 20 minutes afterwards.

If you have not set up any challenge questions or have forgotten the correct answers, you will not be able to reset your password online. Please contact the ANU Service Desk Password Support Team at +61 2 6125 4321 (select option 2 then option 1) for further assistance.

If you know your current password:

If prompted at any point, please set up your challenge questions. These will be used to verify your identity if you ever forget your password.

1. Navigate to https://identity.anu.edu.au/ and sign in with your University ID (e.g. u1234567) and current password
2. Click on “My Information”
3. Under the “Change Password” heading, please enter your old password, followed by the new password twice
4. Click “Apply” to save the new password.

If you have forgotten your current password:

1. Navigate to https://identity.anu.edu.au/ and click “Forgot Password”
2. Enter your University ID (e.g. u1234567) and click “Next”
3. Answer at least three of the challenge questions correctly, and click “Next”
4. Enter your new password twice, and click “Save”
5. Login with your new password.

Connect to the “ANU Secure” network using your ANU email ID and the respective password (this will be the same as your Canvas login info). 

• Troubleshoot common Wi-Fi issues: ANU Service Desk portal 
• Find out what computer or study device you need to successfully complete your study at ANU: Student system requirements 
• Get remote access to software applications: Virtual Information Commons 
• Find advice on accessing ANU systems, IT security, privacy, and online collaboration: Digital Essentials.

All information regarding printing can be found on the ANU print, copy, scan page.

Are you experiencing technical difficulties on ANUHub, eForms or another student administration system? Here are a few actions that might help solve the problem:

• Use a different web browser (e.g. Microsoft Edge, Google Chrome, Mozilla Firefox, Safari)
• Clear your web browser cache
• Use the ANU Global Protect VPN. To access systems remotely, you need to install and log in to the Global Protect VPN. For instructions, please see the Connecting, Disconnecting & Reconnecting to GlobalProtect web page.

Related websites:

• ANUHub
• How to clear your cache
• Remote access (using Global Protect VPN)
• Haven't received your first password?
• How to reset your Identity password.

If the steps above don't solve the problem, get in touch with Student Central and they will help you troubleshoot the issue.

If you encounter a technical or system issue outside Student Central’s business hours and have missed a University-related deadline (e.g. submitting an application or adding/dropping a course), you won’t be penalised for that issue. To demonstrate that you attempted to take the action on or before the deadline, email Student Central from your ANU student email. Make sure you send this email on or before the deadline for the action you're supposed to take, and include the information below:

• The system you're using (e.g. ANUHub)
• The action you're taking or application you're trying to submit (e.g. enrolling in a course, applying for a degree transfer)
• Description of the error or issue you're experiencing. Please include screenshots of any error messages
• Details of the web browser(s) and device(s) you're using, and any other actions you've taken to try and solve the problem.

ANU offers a range of digital systems and tools to support your studies which are detailed in the table below.

The University provides free access to various software and collaboration tools while you are an ANU student, as detailed in the table below:

An increasing number of staff and students have been tricked into providing their credentials (username and password) to malicious entities on external links, resulting in their email accounts becoming compromised. These accounts are then often used to send further phishing emails both inside and outside ANU.

Please be careful and check emails before responding, clicking on the links, or opening attachments. The ANU Information Security Office (ISO) provides a range of information, training and resources on cyber and information security including how to identify malicious emails through the Cyber Sense website.

If you think you’ve been hacked, phished or compromised, follow the instructions on Cyber Sense - Help Me.

ANU IT would never:

• Ask you to link your accounts to third party services
• Require that you “validate” your credentials through links in emails
• Send notifications to “Terminate your account”
• Block your email account if you did not log in to a particular site
• Send you a “Mailbox is full” email and suggest that your email will be blocked if you do not take some action. 

Some things that ANU IT would do:

• Address you or your group by name
• In the signature block, we will always provide a name and number of the person sending the email
• Send emails in ANU user notification format providing:
  •   Date / time and system affected
  •   Reason for the notification
  •   Incident or change numbers that can be referenced in ANU systems
  •   Precise description of tasks being performed
  •        A contact point for the incident/change and a phone number in case you have questions
• All links will take you to ANU systems or sites unlike links in malicious emails
• Give you enough warning through newsletters or email updates for any new changes coming into effect at ANU.