Frequently Asked Questions

How do I request an account for a new employee in my department?

Download our New Hire Setup Request form. Complete the form and return it to Systems Support.

How can I contact Systems Support for help?

We are available by e-mail, phone, or in person. Visit our Contact Us page for details.

I’m locked out and can’t access my e-mail or network account. What should I do?

If you know your password, wait 15 minutes and try again. If you need your account unlocked immediately, get in touch with one of our experts.

What do I do if I forget my password?

  • For Mac/e-mail password resets, please contact Greg Johnston at 617-353-6460 or gjohnsto@bu.edu
  • For Windows/e-mail password resets, please contact Jason Sheehan at 617-353-7757 or jsheehan@bu.edu
  • For UIS password resets or lockouts, please contact Ben DeGennaro at 617-353-7752 or bendegen@bu.edu

You can find the names and contact information of our other experts on the Contact Us page.

I have a piece of software I want installed on a computer. Who should I contact?

Systems Support manages all the software installations within Financial Affairs. Only University purchased, licensed, and supported software may be installed on a University-owned computer. Contact Systems Support to arrange an installation.

How do I check my e-mail when I’m away from the office?

Go to https://xmail.bu.edu and login with your user name and password.

How do I access the Financial Affairs network from home?

Download, install, and connect to the Boston University Virtual Private Network. Instructions are included here. Once connected, double click My Computer and connect to the shared drives.