TopperMail FAQs

Instructions for resetting MFA for WKU Email Accounts.

Issue/Question

How do I reset my Multi-Factor Authentication (MFA) for my WKU Email Account?

Environment

• WKU Email Account

Resolution

To reset MFA for your WKU Email Account, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 03-14-2025 11:13AM

Information about accessing Microsoft 365 after graduation and/or absence from WKU.

Issue/Question

Do I have access to Microsoft 365 after I have graduated and/or am no longer taking classes at WKU? 

Environment

• TopperMail 
  • Microsoft 365

Resolution

Graduates (Degree-Awarded Alumni)

• Lose access to Microsoft 365 and Microsoft OneDrive upon graduation but retain access to TopperMail email.
• Should transfer files from OneDrive to a personal storage account before graduation.
• Access to TopperMail is retained provided it is regularly used.
  • Note: TopperMail is email-only and does not include other Microsoft 365 services (Word, Excel, PowerPoint, and so on).
  • See Student Email Account Lifespan for details on maintaining access.

Students Who Leave WKU Without Graduating

• Lose access to Microsoft 365 and Microsoft OneDrive after leaving.
• Should transfer files from OneDrive to a personal storage account before losing access.
• Do not retain a TopperMail account.
  • These accounts are deleted after a set period.

Last Modified: 10-24-2025 13:57PM

Instructions for adding a new phone or device to access your WKU account.

Issue/Question

I got a new phone or device and need to associate it with my Microsoft Authenticator app.

Environment

• Microsoft Authenticator

Resolution

Do you still have your previous device and the ability to use Microsoft Authenticator on it currently?

Last Modified: 10-23-2025 14:33PM

Information on looking up a WKU email address.

Issue/Question

How do I look up someone's WKU email address?

Resolution

1. Go to the Campus Directory.
2. Enter in at least the first two letters of the person's last name.
3. Click Search.

Last Modified: 03-06-2023 15:44PM

Instructions for self-migrating from the Outlook Mobile app to the Microsoft Authenticator app as a default for multi-factor authentication.

Issue/Question

I'm having issues authenticating using Outlook Mobile app, how do I enroll with Microsoft Authenticator app instead?

Cause

The Microsoft Authenticator app is the supported method of validating multi-factor authentication.

Resolution

1. Download Microsoft Authenticator app from device's App Store.
2. Log in via My Sign-Ins on a device other than your smart phone.
3. Click Security Info.
4. Click Add sign-in method.
5. Select Microsoft Authenticator.
   Note: Do not select Passkey in Microsoft Authenticator.
6. You will be prompted to set up Microsoft Authenticator app, click Next.
7. Click Next. You will be shown a QR Code.
8. In Microsoft Authenticator on your smart phone, tap Scan a QR Code.
   Note: If you are not presented with the option to Scan a QR Code, tap the icon in the top right, select Work or school account, and then Scan a QR Code.
9. If prompted, Allow Authenticator to take pictures and record video.
10. Use your device to scan the QR code from My Sign-Ins. You will receive an Account Added Successfully message within the app.
    Note: This QR code must be scanned from within the Microsoft Authenticator app, not the default Camera app.
11. Within My Sign-Ins on your second device, click Next.
12. You will be presented with a two-digit numerical code that you will need to enter within the Microsoft Authenticator app.
13. You will receive an 'Approve sign in?' notification on your smart phone.
14. Enter this code into the prompt within the app on your device and click Yes.
    Note: You may also be prompted to pass your phone's biometrics. (PIN, FaceID, fingerprint, etc.)
15. Within My Sign-Ins, click Next and then Done.
16. On My Sign-Ins, click Delete for Microsoft Authenticator (in outlookMobile).
    Note: Ensure that you Delete entry with (in outlookMobile) in title.
17. Your account is now configured to use Microsoft Authenticator app instead of Outlook Mobile app for authentication.

Last Modified: 02-05-2025 11:33AM

Information on how to rename your WKU email account.

Issue/Question

How do I change my email address to reflect a legal name change or my preferred name with WKU?

Environment

• TopperMail
• Exchange

Resolution

Students

1. Complete these steps to update your preferred or legal name.
    Note: Students with long email addresses because of their long name can send requests up to have their emails shortened without going through the Registrar's Office.
2. After this has been processed, please contact the ITS Service Desk or submit a request by clicking the Request Service button to have the email address changed.

Faculty/Staff/Retired

1. Complete these steps to update your preferred or legal name.
2. After this has been processed, please contact the ITS Service Desk or submit a request by clicking the Request Service button to have the email address changed.
    Note: Exchange Display Names are updated automatically when a person’s information is updated in Banner. 

Alumni

1. Submit the name change or preferred name to Alumni Relations at 270-745-6921.
2. After this has been processed, contact the ITS Service Desk or submit a request by clicking the Request Service button to have the email address changed.

Last Modified: 10-26-2023 14:16PM

Instructions for using the Microsoft Authenticator app as multi-factor authentication method on multiple platforms.

Issue/Question

How do I set up the Microsoft Authenticator app?

Environment

• Microsoft Authenticator App

Resolution

Video Guide

Here is an instructional video guide going through the steps above.

View this and more video guides at our Technically Speaking site.

 

Last Modified: 08-05-2025 14:39PM

Instructions on what to do when you notice you are no longer receiving emails to your WKU email account.

Issue/Question

What do I do if I am not receiving emails to my WKU Account email address?

Environment

• WKU Email

Resolution

1. Log into your email account.
2. Search for email(s) in question.
3. Check Forwarding setting in Options menu for any unknown accounts the account is forwarding to by following these steps:
   1. Click (gear icon).
   2. View all Outlook settings.
   3. Expand Mail.
   4. Expand Rules.
   5. Delete any unrecognized rules.
   6. Select Sweep.
   7. Delete any unrecognized rules.
   8. Select Forwarding.
   9. Select Stop Forwarding if any unknown accounts are linked to it.
   10. Click Save.
       Note: If your account is forwarding to an email address with which you are unfamiliar, your account is compromised.  Stop following these instructions and following these instructions.
4. Check Deleted Items.
5. Check Junk E-Mail.
6. Send a test email to WKU email account in question from a known good email account.
7. If message was received to WKU email account, the client should contact sender of email they haven't received to try again or gather any bounce back message the sender was sent.
8. If the message was not received and all other steps were taken above please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 12-02-2025 16:05PM

Instructions for logging into WKU email.

Issue/Question

How do I log into WKU email?

Resolution

1. Go here.
2. Click Webmail Login. 
3. Enter in your WKU email address.
4. Enter in your WKU Account password.
5. Click Sign In.

Last Modified: 08-18-2025 15:29PM

Information about alumni and former student access to their student email account.

Issue/Question

How long will I retain my Student Email account?

Resolution

Student email accounts for degree-awarded alumni will remain active unless there is no activity in a 6 month period of time. Students who were not awarded a degree from WKU will have their accounts deleted after their last semester of coursework has passed. 

Once removed due to inactivity, an Alumni email may not be recreated.

Last Modified: 10-24-2025 13:54PM

Information about when students gain access to their WKU Account (TopperMail).

Issue/Question

Why can I not find or access my student email (TopperMail) account credentials?

Cause

Student WKU Accounts (TopperMail) are not provisioned until student is fully admitted.

Resolution

Students (including Dual-Credit) applying to the University have email accounts created within 24 hours of being admitted to WKU.

If you need assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 01-05-2026 15:01PM

Information about what email applications are supported by WKU.

Issue/Question

What mail applications are supported by WKU?

Resolution

WKU ITS only supports TopperMail and Faculty/Staff email through the following methods: 

• Webmail 
• Microsoft Outlook program
• Native iOS Mail App
• Native Android Mail App

 Note: Sponsored Faculty/Staff (Exchange) accounts are only supported via Webmail.

 Note: WKU retiree accounts are only supported via Webmail.

Last Modified: 04-06-2023 10:17AM

Instructions for correcting email not syncing on iOS devices.

Issue/Question

I added my email account to my iPhone successfully, but no new messages are appearing in my inbox.

Environment

• Apple
  • iOS

Resolution

1. You may have been prompted to re-enter your password to the account. The following process should be followed to get the account to sync emails again. Continue to Step 2 if these instructions do not work to retrieve new emails. 
   1. Open Settings app.
   2. Scroll downs and tap Apps.
   3. Tap Mail.
   4. Tap Mail Accounts.
   5. Tap on account.
   6. Tap Re-enter password.
   7. Tap Sign-In.
   8. You will now be prompted to sign into your WKU account and authenticate using your multi-factor authentication method.
2. Remove and re-add the account to ensure it is using the latest account credentials and settings. Reference the related articles section for assistance.
3. If the account still does not show messages that should appear, restart the device:
   1. Press and hold the Power Button and Up Volume Button for 5 seconds.
   2. Slide to power off the device.
   3. Press and hold the Power Button and Up Volume Button to turn the device back on.

Last Modified: 05-23-2025 13:39PM

Information for Faculty/Staff/Students about installing Microsoft 365 on a personal computer.

Issue/Question

How do I install Microsoft 365 on my device?

Environment

• Faculty/Staff/Students
  • Microsoft 365

Resolution

WKU Faculty, Staff, and Students can download and install Microsoft 365 Pro Plus free of charge and may install the software on up to five devices/computers. Microsoft 365 is provided through WKU's enterprise licensing agreement with Microsoft. Based on Microsoft’s licensing requirements, it is not offered to past students who have graduated or leave WKU. Microsoft 365 Pro Plus offers you the most recent version of the Microsoft Office Suite.

Microsoft 365 Pro Plus includes the following list of applications: Word, Excel, PowerPoint, Outlook, OneNote, Access, and Publisher. (Microsoft will be discontinuing Publisher in October 2026.)

If you need additional assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 07-11-2025 16:06PM

Information on "temporary locked" error message when trying to login to WKU account.

Issue/Question

Why do I get this error message when I try to log into my WKU account?

Your account is temporarily locked to prevent unauthorized use. Try again later, and if you still have trouble, contact your admin.

Environment

• WKU account

Cause

After 10 failed login attempts, the account locks for 1 minute. Each additional failed attempt extends the duration.

Resolution

The lockout timer must run out on its own and cannot be reset.

The lockout could occur through your own unsuccessful attempts to login, someone else attempting to login to your account, or due to suspicious or compromised activity on the account. If you receive this error message, you should reset your password before attempting to login again. Please reset your password and wait a couple minutes before trying again.

Additional attempts to login during the lockout period extend the duration. Resetting the password does not reset the lockout period, so if numerous failed attempts have compounded, you must wait until the timer expires before you can access the account, even with a new password.

Please contact the ITS Service Desk if you need assistance resetting the password.

Last Modified: 01-23-2025 15:59PM

Instructions for resetting your WKU Account password.

Issue/Question

How do I reset my WKU Account password?

Resolution

Best Practices When Choosing a New Password: Use at least 12 characters. Include a mix of uppercase letters, lowercase letters, numbers, and special characters (e.g., !, @, #, $). Do not reuse passwords from other accounts. 

1. Go to Accounts Management​.
   Note: Alumni who have not enrolled in classes since 1990 cannot use the Accounts Management page.
2. Enter your last name, birth date, and last 4 digits of your Social Security Number.
   Note: If you do not have a Social Security Number use last 4 digits of your WKUID.
3. Click Next.
4. If security question and answer have already been setup, you will be prompted to enter answer. If security question has not been setup, you will be prompted to create one.
5. Click Submit Security Answer.
6. Click Reset Password.
7. Enter new password.
8. Click Change Password.

Note: The Accounts Management page will not work for individuals with incorrect information on file with WKU (last name, birth date, or last 4 of Social Security Number). If your information is not working, follow steps in this article.

Last Modified: 10-30-2025 14:22PM