Student with professor using a computer.
Information Technology Services

Account Help FAQ

Contact the ITS Help Desk

Phone: (914) 773-3333
Toll Free: 1 (855) 722-3487
Email: pacehelpdesk@pace.edu
Enter Tickets online at: helpdesk.pace.edu

FAQ

I need my password reset.
You can reset your password at adam.pace.edu/ using your personal information. For detailed instructions, please refer to the Password Reset article. If you are unable to reset your password using this method, you can call the ITS Helpdesk (914) 773-3333 for further assistance.

How do I get an email account set up for my department?
You can submit a Help Desk ticket to request for the creation of a department email account, the account will be created and the director or dean of your department will be notified that it has been created. Also include other staff member/student aides that need access to the mailbox in your request.

How do I change my information in Pace Directory?
To edit your info in the Pace Directory, go to directory.pace.edu, click on the Edit Information tab, and click on the link for the Profile Editor. For detailed instructions, please refer to the Pace Directory: Edit or Hide Your Information article.

As a student you will have to contact Student Accounts or your academic advisor to change things such as your name, school, or major that is listed there. As a staff/faculty member, Division, Department, Job Title is updated directly from Banner, therefore the Human Resources department handles these changes. To change your primary Campus Phone please submit a Help Desk request.

I know I’m registered for classes but it says I’m not enrolled when I sign into Classes.pace.edu.
Students automatically gain access to a course on the official start date unless the instructor decided to make the course available within 30 days of the official start date.

Why can’t I login to Classes.pace.edu?
If you can’t log in to Classes, make sure you are typing the correct Pace username (e.g. jd12345n) & password, and your username should not include @pace.edu. Check to see if you are registered for classes and that you have a compatible and latest internet browser like Firefox, Chrome, Safari and Edge.

What do I do if I take a test on Classes and I get kicked off?
Try and reopen the test and to see if it lets you back in, if not you will have to contact your professor to reopen the test for you.

As an Instructor, how can I send emails to the students in their courses without having to go through Banner or Classes?
ITS (Information Technology Services) has developed a way for instructors to easily email students in their courses. You will not have to go through Banner or Classes or develop your own email distribution lists. All active classes in Banner now have a corresponding email distribution list made up of all active members in the course.

How do you use the lists to reach your students? Simply compose an email to CRN.termcode@pace.edu, where CRN is the course registration number and termcode is the 6 digit term code for the semester. So for example, if you are an instructor in course CRN 12345 in termcode 201020 (Spring 2010), you would send an email to 12345.201020@pace.edu. If you opted to combine course sections, your CRN number will be the combined CRN as it appears in Classes. Your distribution list address will be in the format CRN-CRN.termcode, i.e.: 12345-67890.201020@pace.edu.

Note: The lists will be available 30 days prior to the start of the semester and 6 weeks after the semester ends and will be updated hourly to reflect changes in course registrations. The ability to send email to the distribution lists will only be available to course instructors and the emails will be delivered to both students and instructors in the course. To use this mechanism Instructors are required to use their Pace email address by using Outlook, Outlook Web Access, or an authenticated SMTP.

I’m an alumni, can I still get into my email account?
Alumni will retain access to their Pace email for 12 months after their last class ends, at which point access will expire.

When I log into my email it says the mail box cannot be found for my account – what does this mean?
This usually means that you are not yet registered for courses. Once you have registered, you will be able to access your email within 24-48 hours. If you are a staff or faculty member, you will need to speak with Human Resources and verify that your account has been activated.

My email says that my quota is nearly reached. What can I do?
If you have emails that you do not want to delete, move them into personal folders stored on the hard drive of the computer and then delete them from your inbox. Be sure to empty your Deleted Items and delete unneeded Sent Items.

How do I forward my Pace email to another account?
Students can forward their Pace email by visiting adam.pace.edu. For further instructions, please refer to the Forwarding Pace Email to a Personal Email Address for Students article.

Faculty, staff, and student employees are not permitted to use this feature.

Will my student email account be deactivated if i don't take any classes?
For students who stop taking classes, their Pace email access will expire 12 months after their last class ends within a full semester.

Note: If a student drops ALL registered courses for the current semester, email access may end sooner since it will then depend on the end date of course registrations in the previous full semester completed.

What is my default password to activate my Pace account?
The default password will be the user’s initials from his/her first and last name (lower-case), followed by a hyphen, and then their date of birth in MM-DD-YYYY format (add hyphens between month, day, and year). For example, if your name is John Doe, and you were born on January 3, 1998, your initial password would be jd-01-03-1998.

I cannot activate my Pace Portal account. Why is the system not accepting my initial password?
Please make sure that you are following the correct format for your initial password:

The initial password format for new accounts will be the user’s initials from his/her first and last name (lower-case), followed by a hyphen, and then their date of birth in MM-DD-YYYY format (add hyphens between month, day, and year). For example, if your name is John Doe, and you were born on January 3, 1998, your initial password would be jd-01-03-1998

If the system still does not accept your initial password, one possible reason is that the date of birth is missing in the system, or it was added AFTER the account was created. In that case, try replacing your birth date portion of the initial password with your 9-character University ID to complete your initial password. Following the same example as above for John Doe with sample UID: U12345678, the backup initial password would be jd-U12345678

It says my account is locked, how do I unlock it?
Go to adam.pace.edu, click on the Account Unlock. For detailed instructions, please refer to the Account Unlock article.

How do I view my Course Schedule?
Click on the Students tab in the Pace Portal and click on Registration & Scheduling under the Navigation section. Click the Register for a Class link and then click Register for Classes. Select the term you wish to view from the drop down menu and click Continue to access your course schedule.

How do I view my unofficial transcript?
To view your unofficial transcript go to portal.pace.edu. For detailed instructions, please refer to the Unofficial Transcript article.

How can former students access their unofficial transcripts?
Students who graduated the Summer of 2005 and later – can access their unofficial transcript via Pace Portal. It requires the student to have at least registered for one course all the way through completion by having a graded course. (If they have forgotten their username or password, they can contact the ITS Help Desk for a password reset.)

Students who graduated Spring 1986 to Spring 2005 – they must go to Alumni Relations and obtain a username and password which gives them access to Printing, Computer Login, and Portal. (This account must be renewed with the Alumni Office prior to September on an annual basis.) If the graduate does not want to go through the Alumni Relations Office, he or she can also fill in the Transcript Request as noted below.

Students who graduated 1985 and earlier – will need to fill out the Transcript Request form that is available through Transcripts website.

How can former students access their official transcripts?
Former students will need to fill out the Transcript Request form that is available through Transcripts website.

How do I find the Class Schedule in my Pace Portal to register for my classes?
Click on the Students tab in the Pace Portal and click on Registration & Scheduling under the Navigation section. Click the Schedule Explorer link under Registration & Scheduling.

Where do I fill out the health waiver?
To complete the health insurance waiver, go to portal.pace.edu. For detailed instructions, please refer to the Health Insurance Waiver article.

How do I update my personal information (alternate email, permanent address, phone number, etc.)?
To update your personal information, go to portal.pace.edu. For detailed instructions, please refer to the Updating Personal Email Address on Pace Portal article for general guidance.

Where do I find my Pace username and email address?
To find your Pace username and email address, go to directory.pace.edu. For further instructions, please refer to the Pace Directory: Online Directory Lookup article.

How can I find my Pace University ID (U number)?
To find your Pace University ID (U number), go to portal.pace.edu. For detailed instructions, please refer to the Find University ID Number (U#) article.