Lehigh Computing Account Suspension Guide

What to Do If Your Lehigh Account Is Locked by LTS Information Security

If you received a notification that your Lehigh account has been locked for suspicious activity, don’t panic! This guide will help you understand why your account was locked and walk you through the steps to restore your access as quickly as possible.

Why Was My Account Locked?

Your account may be suspended if our systems detect unusual activity, such as:

• Multiple failed login attempts

• Attempted access from unfamiliar locations or devices

• Reports of compromised credentials

This is a security measure to protect your information and university resources.

How Will I Be Notified?

You will receive an email from Identity and Access Management and from our LTS Service Management System (JIRA) to your personal (non-Lehigh) email address on file, explaining that your account has been Locked and what you need to do next.

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Steps to Reactivate Your Account

1. Gather Required Identification

You will need a valid photo ID (such as your Lehigh ID card, driver’s license, or passport).

2. Verify Your Identity

Choose one of the following options:

A. In Person

• Visit the LTS Help Desk

  • LTS Help Desk Hours

  • EWFM Library Lobby Help Desk Hours

• Bring your photo ID

• Staff will verify your identity and begin the reactivation process

B. Remotely (if you cannot visit in person)

• Contact the LTS Help Desk at 610-758-4357

  • You may be asked to join a secure Zoom call and show your photo ID on camera

3. Wait for Account Unlock

• Once your identity is verified, your account will be unlocked.

• You will receive an email from Identity and Access Management and our LTS Service Management System (JIRA) at your personal (non-Lehigh) email address on file with steps on how to reset your password and regain access.

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4. Reset Your Password

• Follow the instructions provided to set a new, secure password.

  • Make sure your password is unique and not used elsewhere.

Frequently Asked Questions

Q: How long does it take to restore my account?
A: Most accounts are restored within 1 business day after identity verification. Times vary based on why the account was locked. We will communicate updates via the LTS Service Management System (Jira) and your personal email address.

Q: What if my personal (non-Lehigh) email address isn’t on file?

A: Follow and complete the steps located in the Personal email update instructions.

Q: What if I don’t have a personal email?
A: How to create a free GMAIL if you do not have a personal email.

Q: Why do I need to show a photo ID?
A: This is to ensure we are letting the right person back in.

Q: Who can I contact for help?
A: LTS Help Desk
Phone: 610-758-4357
Email: helpdesk@lehigh.edu

 Chat: https://lehigh.edu/ltschat

Open a Request in Jira: https://go.lehigh.edu/helpportal

Helpful Tips

You can reduce the risk of your account being compromised—and therefore the need for suspension—by:

• Using a strong, unique password for your Lehigh account.

• Never reusing your Lehigh password on personal websites or apps.

• Never share your password with anyone.

• Enabling and using multi-factor authentication (MFA) wherever it is offered.

• Never accept a Duo verified push if you didn’t initiate it.

• Keep your recovery (personal) email  up to date.

• Being cautious with links and attachments, especially in unexpected emails or messages.

• Reporting suspicious emails or activity immediately.

• If you suspect your account was compromised, let the Help Desk know immediately.

If you have any questions or need assistance at any step, please contact the LTS Help Desk. We’re here to help!