Service Description
Pioneer Portal Account Creation Issues
Are you experiencing challenges in creating your TWU Portal account or encountering issues with your username and password? Our specialized IT support service is designed to guide you through the process of creating an account or resolving any concerns related to your TWU Portal login.
Standard Features:
Our dedicated Information Technology experts can address account creation issues, including but not limited to:
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Difficulty creating a new account
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Account activation problems
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Password setup issues
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Verification email not received
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Username not populating
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Errors during the account registration process
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Inability to complete the account creation form
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Forgotten security questions or challenges
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Two-factor authentication setup problems
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Incorrect Date of Birth, or personal information
Optional Features:
If your Personal information is not correct such as Date of Birth, social security, name is incorrect
To address this matter and ensure a smooth registration process, please reach out to the Office of the Registrar at your earliest convenience. They are equipped to assist you in resolving this issue promptly.
Here are the contact details for the Office of the Registrar:
Office of the Registrar Phone: 940.898.3036 (Local) Email: registrar@twu.edu
How to Request
To expedite the resolution process, follow these steps:
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Self-Service Account Creation: Utilize the self-service portal to initiate the account creation process.
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Contact IT Service Desk: If you require immediate assistance or encounter challenges during the account creation process, don't hesitate to reach out to our IT Service Desk by phone at 940-898-3971.
If immediate assistance is required, please contact the IT Service Desk:
Roles and Responsibilities
User Responsibilities:
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Details related to the issue, including a clear problem description.
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Relevant information for account creation assistance.
Note: A delay in response and resolution time may occur due to missing required information.
IT Responsibilities:
Our IT team is committed to providing the following support:
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Assisting with the account creation process for new users.
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Resolving username and password-related issues promptly.
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Communicating the status of the request to the user as needed.
Service Audience
Faculty, Staff, Students
Service Level Agreement (SLA)
Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).
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Service Level 3 - Normal
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Response Time
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8 hours
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Resolution Time
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3 business days
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| Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g., IT is waiting for additional information from the requester) does not count toward the Resolution Time |