Frequently Asked Questions

How do I change my password?

Use the TCU Password Self-Service Center at to change passwords, unlock accounts and reset forgotten or expired passwords.

How do I access my student email account?

Student email can be accessed several ways on different devices (see our O365 FAQ):

How can I access my files from off campus?

TCU employees can use VPN and Remote Desktop to connect from a remote computer to a computer located at TCU.  VPN and RDP setup documentation is available for various operating systems including Android, iOS (iPad and iPhone), Macintosh, and Windows.


For access to files only,  Box is a cloud-based storage solution available for Faculty and Staff.  See for details.  Alternatively, files can be downloaded and uploaded from the Homefile (M: drive) share using FTP.

What kind of storage space do get with my student account?

Students are provided with 1 TB of online storage space using OneDrive.  Files saved in OneDrive are private but can easily be shared with others. Additionally, files can be synchronized on multiple devices.  To access OneDrive, login to your TCU Student (O365) account at and select OneDrive from the top menu bar.  More details can be found at the OneDrive page.

Where do employees store files?

TCU employees are given personal file storage space (also referred to as HomeFile) on the TCU network.  The data can be accessed easily when on or off campus.  The files are backed up regularly and employees are expected to store critical data on this network space for maximum security.  Documentation for using personal shares on Windows and Macintosh is provided.

Is there a limit to the size of my student email mailbox?

Students are given 50 GB of space to store email.  See details at the Office 365 page.

What is phishing?

Phishing is a fraudulent process where social engineering techniques are used by nefarious individuals to attempt to coerce a person into sending personal sensitive information such as their username, password, credit card information, banking information, etc.

What is TCU Spam Quarantine?

TCU Spam Quarantine has been implemented in an effort to reduce the amount of SPAM received. Email messages identified as SPAM or Possible SPAM are sent to the Junk E-mail folder for your review.  If a message is NOT SPAM, you can mark the message as NOT JUNK and the message will be moved to your INBOX; otherwise it will automatically be deleted after 14 days.

What do I do if I exceed my mailbox size?

There are various ways to maximize your available mailbox space:

  • delete old messages
  • regularly empty the Deleted Items folder (Outlook 2010-2013 has an option to empty Deleted Items every time Outlook is closed)
  • look for messages with large attachments and move those file attachments to a different storage space, such as OneDrive, then don’t forget to delete the attachment from the message or delete the message and attachment
  • clean out the Sent Items folder
  • create personal folders on your network drive and store email there instead of your inbox

What causes my account to get locked out?

Account lockouts occur when the authentication server receives too many attempts with an incorrect password.  This can happen if a password is entered incorrectly too many times or if a device is attempting to authenticate with an old password.  For example, after changing your password, you should change any saved passwords on your mobile devices, otherwise, your laptop, tablet or smartphone will continue trying to connect to wireless or e-mail and lockout your account.

How do I grant access to my account to others?

The Grant Access to Others page in myTCU gives students the ability to setup special accounts for parents and others who require access to student information such as grades and financial account balances. The student manages and controls these accounts so you should always work with the student if you need help with these accounts.  Learn how to create a Grant Access account in myTCU.

Can students access email from a mobile phone?

Several options are available for students to receive email from their mobile phones:  the OWA app can be downloaded for Windows and Android phones and iPhones.   Also, instructions are provided for student email setup on iPhone and Android.

What should I do if my account is locked out?

Accounts will automatically unlock after 5 minutes.  You can either wait 5 minutes before trying to login again or use the TCU Password Self-Service Center to unlock accounts at  If you have recently changed your password and are being locked out, check other devices, like your smartphone or iPad, for saved passwords in email settings that need to be updated to the most current password.

How do I request a new common drive?

Contact the IT Support HelpDesk with the desired name of the share and a list of individuals that need permission to access the common drive.

How do I access departmental common drives?

Your TCU account is automatically set to give permission to access your department’s main common drive. Permission to other drives can be requested through the IT Support HelpDesk.

  • When logged into t TCU networked windows machine, the departmental common drive is automatically mapped (usually to the N drive.)
  • To access a different common drive in Windows, obtain the name of the share and follow the directions at: Connect to CommonFile Shares in Windows.
  • To access a common drive on a Macintosh, obtain the name of the share and follow the directions at: Connect to CommonFile Shares on a Mac.

How can I share files with other people in my department?

TCU departments have common drives for file storage which can be accessed by members of the group.  You can also use Box to share files with internal and external users.

How long do employees keep personal storage space after leaving TCU?

Employees:  Access to your personal storage space (HomeFile share) will be disabled when Human Resources changes your employment status  because of termination or retirement.

What is the wwwpub folder?

The WWWPUB folder is a public folder located on the HomeFile (network) share that holds personal web site files.  Faculty and staff can build and host their own website by storing files in WWWPUB  folder.  Their website will be

What should I do if I receive an undeliverable message when trying to send email to an address off campus?

Most undeliverable messages contain information explaining why a message could not be delivered.  Check the message text to see if it includes an SMTP error.  Typically these issues will have to be resolved by the recipient.

Can students use applications other than Office 365 (OWA) to send and receive email messages?

Student email can be accessed several ways on different devices:

See explanation and complete setup instructions on the Office 365 page.

What should I do if I receive a message asking for my user name and password for my TCU account?

Do not reply to email messages requesting your user name and password.  If you do reply to a phishing email then change your password and security questions immediately.

What should I do if I am not receiving any email messages from a specific sender?

Contact the IT Support HelpDesk if you are unable to receive email messages from a specific sender.

Is there a way to prevent certain messages from being quarantined?

Select the message from the Junk Email folder. From the ribbon, choose Junk and choose Not Junk. This will release the email to your Inbox and the Sender will be added to the Safe Sender List.  Future messages from the sender will go to your Inbox.

How do I release a quarantined message?

Select the message from the Junk E-mail folder. From the ribbon, choose Junk and choose Not Junk. This will release the email to your Inbox and the Sender will be added to the Safe Sender List.  Future messages from the sender will go to your Inbox.

Why does a message get quarantined?

Special filters examine incoming messages to identify SPAM.  The filters look at the address the message is coming from, along with the text and information attached to the email to determine if the message is SPAM.

How can I check for quarantined messages?

At any time, you may look in the Junk E-mail folder for quarantined messages.

What is spam?

Spam is electronic junk mail or unsolicited email messages.

Can I forward my student email to another account?

It is not recommended that you forward your TCU email to another account, but students can create a rule to forward or redirect email if necessary.  This feature will be removed in the future as forwarding email often affects the reputation of our email servers.

Is there a limit to the size of my mailbox?

Faculty/Staff  are given 4GB of space to store e-mail. If your mailbox size reaches 950 MB, then you will receive a warning. If your mailbox size reaches 4975 MB, then you will no longer be able to send messages. At 4GB, you will not be unable to send or receive messages.

What is my email address?

Your TCU email address consists of your user name with periods separating the parts of your name, followed by

Does changing my TCU password affect my ability to access email from my mobile device?

Yes, you will need to update the password that is saved in your mobile device email settings after your TCU password has been changed.

What should I do if I forget the answers to my security questions?

If there is a problem with your security questions you may reset your password by answering a different set of questions.  Start by opening the page, select I forgot my password, input your TCU account username, and select Reset my password using personal information.

What should I do if I forget my password?

Use the TCU Password Self-Service Center at to reset forgotten passwords.

What are the password requirements for my account?

Passwords must:

  • Be at least 7 characters long
  • Contain at least one alpha character:  A-Z, a-z
  • Contain at least one numeric character:  0-9
  • Contain at least one special character:  ! @ # $ % ^ & * ( ) { } [ ] – _ = + ` ~ ; ‘ ” ? / , < > or .
  • Not be too similar to your last password
  • Not be too similar to your name
  • Not be found in the dictionary (words 4 characters or less are acceptable)

A password’s strength increases with its length, complication of characters used and the frequency of changes.  Please refer to the password help page for suggestions in selecting a complex and secure password.

How long will I keep my TCU account following termination or retirement?

Your TCU account remains active while you are employed with TCU.  Your account is disabled when Human Resources changes your employment status.  Retirees may keep e-mail accounts active after leaving TCU, but will no longer have network or portal access.

Is anyone else allowed to access my account?

In accordance with university policy, you should not allow anyone else to access your account.

What if I need to change my name?


In accordance with university policy, a change of name for an employee (faculty, staff, temporary or student employee) requires that you go to Human Resources or the Registrars Office and provide a copy of your new social security card reflecting the desired name.

Students and Student Workers:

  • Students who need to change their name should visit the Registrar’s office with the appropriate documentation.
  • Student workers must also provide a copy of their new social security card reflecting the desired name to Human Resources as well.

Once the change of name has been completed, please contact the IT Support HelpDesk to request a change in your username and/or email address (if needed).  Keep in mind that most people just ask to update their email address since a change to your username will mean that you will be starting all over again in terms of access to computers, shares, and printers.

What should I do if I forget my user name?

Go to and select the “Username/Password Help” link to retrieve the username for your TCU account.

What type of computer account will I have while at TCU?

Every faculty and staff member is provided with an account to access the TCU email system, the campus network, file and print services and the TCU portal,