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.
  • Important: 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 terminated after a set period.

Last Modified: 03-07-2025 09:38AM

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: 01-09-2025 16:09PM

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: 03-27-2025 11:16AM

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

Issue/Question

I don't think that my WKU email is working as I haven't received emails I've been told I was sent. What do I do?

Environment

• WKU Email

Resolution

1. Log into your email account.
2. Try and search for the email(s) in question.
3. Check the Forwarding setting in the options menu for any unknown accounts that the account is forwarding to.
   1. Click the (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 you are not familiar with, 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 the WKU email account in question from a known good email account.
7. If the message was received to the WKU email account the client should contact the sender of the 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.

 Note: If you are a student, faculty, or staff member located on main campus and would like to attempt to retrieve missing emails, please see related article Recovering Missing or Deleted Emails. If you are a student located off-campus please contact the ITS Service Desk.

Last Modified: 10-26-2023 13:15PM

Instructions for viewing a WKU email account calendar online.

Issue/Question

How do I view calendars when logged into my WKU email account? 

Environment

• OWA (Outlook Web Access)

Resolution

1. On the top-left side of the screen, click Calendar ​​​​​​​.
2. The calendar will appear.

Last Modified: 06-30-2023 08:28AM

Information about accessing student email accounts before registering for classes for the first time.

Issue/Question

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

Cause

Students are not given an account until they have been fully admitted.

Resolution

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

Last Modified: 03-08-2023 10:53AM

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 NetID password.
5. Click Sign In.

Last Modified: 12-08-2023 10:37AM

Information about how long students can keep their email accounts.

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: 03-07-2025 08:37AM

Information about student email passwords expiring, causing clients to be unable to sign into their account.

Issue/Question

My student email has suddenly stopped working on mobile devices or my password has suddenly stopped allowing me to sign in.

Environment

• Student email

Cause

Student email accounts are hosted by Microsoft 365, and Microsoft requires that all passwords expire every 2 years. If the account password has expired, it may prevent you from signing in or checking email on your connected devices.

Resolution

Visit the Manage My WKU Accounts website to change your student email password. This will allow you to sign-in to webmail immediately. If the password is still rejected on your mobile device, wait 24-hours for the systems to synchonize and try again.

Last Modified: 03-06-2023 16:36PM

Instructions for recovering missing or deleted emails for Student/Faculty/Staff email accounts.

Issue/Question

How do I restore missing or deleted emails?

Resolution

Students/Faculty/Staff

You can access your archived emails with the Email Archiver.

1. Log in with your NetID and password to the Email Archiver (https://earchive.wku.edu).
2. You will now see your emails. Select the emails you want to restore and click Resend to Me.
   Note: You can SHIFT + Click to select multiple emails in a row.

Shared Mailbox Email Accounts

Emails to shared accounts are not logged in the Email Archiver and cannot be accessed.

Alumni

WKU ITS does not support the retrieval of deleted emails for alumni.

Last Modified: 10-30-2023 12:58PM

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 how to delete an email account from an iOS (e.g., iPhone, iPad) device.

Issue/Question

How do I delete an email account from my iOS (e.g., iPhone, iPad) device? 

Environment

• iOS 10+

Resolution

1. From the home screen of your device, tap Settings. 
2. Tap Accounts & Passwords. 
   Note: If you are using iOS 13 or later, tap Mail, then Accounts. 
3. Tap the account you wish to remove. 
4. Tap Delete Account.
5. Tap Delete again to confirm your choice. 

Last Modified: 03-07-2023 13:57PM

Instructions for correcting email not syncing on iOS devices.

Issue/Question

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

Resolution

1. Remove and re-add the account to ensure it is using the latest account credentials and settings. Reference the related articles section for assistance.
2. If the account still does not show messages that should appear, restart the device:
   1. Press and hold the Sleep button for 5 seconds.
   2. Slide to power off the device.
   3. Press and hold the Sleep button to turn the device back on.
3. Open Mail and ensure the account is now syncing properly.

Last Modified: 03-07-2023 13:58PM

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.

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

Last Modified: 02-25-2025 09:49AM

Information about using your TopperMail account with a trial version of Microsoft 365.

Issue/Question

My computer came with a trial version of Office. Can I use my TopperMail account's Microsoft 365 subscription to validate it?

Resolution

The trial version included with many new computers is not compatible with the license type of Microsoft 365 included with TopperMail accounts. The trial version software will need to be uninstalled, then Microsoft 365 can be downloaded and installed through your TopperMail account.

Last Modified: 03-07-2023 14:02PM

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