What has changed?
As part of ongoing improvements to account security, Customer Support teams can no longer instantly reset teacher passwords.
Why has this change been made?
This change has been introduced following cybersecurity recommendations to better protect teacher and student data.
Teacher accounts often provide access to personal information, including names and email addresses for teachers and their students. By strengthening the password reset process, we can reduce the risk of unauthorised access and help protect customer data.
How can teachers reset their passwords?
1. Self-service password reset (recommended)
The quickest and easiest option is for teachers to use the "Forgotten password" link on the login page.
This will send a password reset email to the email address associated with their Oxford ID account, allowing them to create a new password immediately.
2. Password reset via Customer Support
If a teacher no longer has access to their registered email address, they can contact Customer Support for assistance.
These requests must now be validated and processed through a secure approval process. As a result:
Password resets cannot be completed instantly.
Requests may take several days to process.
Customers will be encouraged to update and maintain access to the email address linked to their account to avoid future delays.
How can customers avoid password reset issues?
Use a secure password manager to store login credentials for OUP platforms, including Oxford Hub and Oxford Learner's Bookshelf.
Regularly check that the email address linked to the Oxford ID is current and accessible.
Consider linking an Oxford ID to a Google, Apple, or Microsoft account, allowing users to sign in using their existing credentials.
What about student passwords?
The process for student accounts remains unchanged:
Student passwords for accounts linked to an email address can still be reset by Customer Support. However, self-service password recovery remains the preferred option.
For supervised student accounts that use a username instead of an email address, the Organisation Administrator can reset access by generating a new sign-in card.
