Frequently Asked Questions for Password Reset and Unlock of SMU Account

To change your registered Authenticator app or email address, please visit My Sign-Ins > Security Info page. 

SSPR uses Microsoft Authenticator App and/or personal email.

If you only have SMS or Phone as your MFA authentication option, you will be asked to set up the Microsoft Authenticator App or personal email verification when accessing SharePoint or any Microsoft Office online application (as per the image below) after SSPR is enabled.

To eliminate these prompts, you must add the Microsoft Authenticator App or personal email verification as an additional authentication method.
 

This service is available to Active Matriculated Students and Alumni. 

This service will let you unlock and reset your SMU account password. 

Step 1: Go to oasis.smu.edu.sg → Finance & Admin Menu → “Update Personal Info and Citizenship” (under Certification & Personal Info Menu). 

Step 2: Under Supporting Functions, click “Update/Confirm Personal data”. 

Step 3: Confirm/Update Self-Service Personal Data (Select Mobile) → enter your mobile number. 
 

Step 1: Go to inet.smu.edu.sg → Top Applications → SMU → Profile icon. If you can’t find the Profile icon, click the menu icon, select "Profile", then click “Return to Home”. 

Step 2: Under Communications → select Mobile Number 1 → click the pencil icon. 

Step 3: Update number → click Save and Back. 
 

Step 1: Go to the Hexagon profile page and log in with your SMU ID. 

Step 2: Scroll to “Contact Details” → click “Edit”. 

Step 3: Update Mobile Number → click “Save all”. 

Note: Update may take a few working days. For help, please contact the Office of Alumni Relations at alumni@smu.edu.sg. 
 

1. Supported browsers/devices include:
   • Microsoft Edge (Chromium), Firefox v105+ (Windows)
   • Apple Safari 16.x (Apple OSX)
   • iOS v15 (iPhone/iPad)
2. You must have a valid Singapore telco-registered mobile number in OASIS (students) or iNet (Faculty/Staff).
3. Your account must not be disabled or expired. 
    

Yes, but you must have a Singapore telco number with roaming enabled, because the new password will be sent by SMS. 

Change your one-time password (sent via SMS) immediately at https://live.smu.edu.sg/manage.aspx.

Depending on your mobile network operator, the maximum waiting time should not be more than 4 minutes. 

No. Contact IT Help Centre at +65 6828 0123 for assistance. 

Yes.

It’s the same service, but the online service is faster and available round the clock. 

Yes—if your account is locked, the service unlocks it first before prompting you to reset your password. 

Yes. It uses Secure Socket Layer (SSL) protocol to secure/protect the information you send online. 

You will have to perform a one-time registration.

You can reset your password 10 times within 24 hours.

No, it is not case-sensitive. 

Yes, you can perform the registration again.

Try restarting your mobile phone and click the “Resend-OTP” button. 

No. Contact IT Help Centre at +65 6828 0123 for assistance. 

A successful notification screen will appear and your new password will be sent by SMS upon a successful transaction. If you didn’t receive the new password, contact IT Help Centre at +65 6828 0123. 

1. Password is valid for 180 days; you must change it before it expires.
2. Should not be related to / based on the user’s account name.
3. Must include characters from categories including:
   • Uppercase letters (A–Z)
   • Lowercase letters (a–z)
   • Numerals (0–9)
   • At least 12 characters total
4. You cannot reuse any previous SMU passwords.