So I’ve been trying to sign in to my school’s website. It’s felt a little like an Edgar Allen Poe story. Follow along, if you dare:

I go to the course website (which I’ll call site A) but it won’t take my username and password. Fair enough; it’s been months since I signed in so there’s a chance (a small one; I’m pretty good with passwords) I’m just forgetting what it is. That’s why god invented the ‘Forgot your password’ link. I click it. It takes me to site B.

On site B I’m asked for an email address to which the password can be sent. I input every email address I might have used, but it tells me none of these are valid. Clearly there’s something wrong with the system, so I email the administrator.

The administrator, very unhelpfully, emails me a link to site C where I can reset my password. It tells me I need my student ID, my netID (also known as my username) and an “alternate email address” where the password will be sent. I try this form several times using a variety of email addresses, but none of those work either. I am told that I need to visit another site, site D, to establish an alternate email address.

At site D I am told that I need my student ID and a PIN to sign in. PIN? I know no PIN, and have no recollection of setting one up. Never fear, there’s a PIN reset. I enter my student ID and click ‘Forgotten PIN’. I get the following message: “Authorization Failure – Security Question is not setup.” Ummm…ok, maybe I never set up a PIN in the first place. I click on the ‘create PIN’ link and jet over to site E.

At site E I am forced to enter my student ID, full name, date of birth and SIN (!) only to be told that my PIN has already been created, and that I should use the ‘Forgotten PIN’ tool instead. Thanks for that. I would, but I don’t have a security question set up. Of course, none of this would matter if any of the 6 email addresses I tried were recognized by the system, if there were some phone number I could call for assistance, or if some competent human at the school would just help me rather than point me to a Gordian knot of credential reset screens.

To think, this is the institution from which I’m seeking a post-graduate degree.

[tags]password reset, bad usability[/tags]