Single Sign On Troubleshooting


If you do not know your Hancock College username, it is usually in the following format: the first 8 letters of your first name, a period, the first 7 letters of your last name and sometimes, for common name, a number. If you have access to the personal email address on file (usually the one you entered on CCCApply) you can try to find your username. Visit and click on the "Forgot Username" link. Enter your last name and the personal email address you used. If there is a match on both in the system, your username will be revealed.


If you have forgotten your account password you can attempt to reset it if you have access to the personal email address or SMS text message capable phone number we have on file. This email address and phone number usually were entered on CCCApply. To begin the reset procedure, go to click on the "Forgot Password" link. Enter your user name. Then click the "Reset Forgotten Password" option and click "Continue". Next check your personal email address which is partially shown on the screen. Your email will contain an 8 digit number which you will fill into the "One Time Passcode" field and press continue. Finally, you will be asked to create a new password.

If you do not have access to the email address shown on the screen or did not receive the message click on the "Problems with the OTP?" link and see if you do have any other recovery methods available. For example if there is a text message capable phone listed click the "Send OTP as SMS" link.


To protect accounts from having their password guessed, accounts will be locked if too many failed attempts to login are reached. The lock will be removed after 5 minutes of waiting. Alternatively, a user can unlock their account by clicking the "Forgot Password" link on and then entering a username and selecting the "Unlock Account" option. A One-Time-Passcode will be sent to the user's default recovery method. 


If you find that you do not have access to any of the recovery methods available. Contact Admissions and Records and inform them that you need to change your reset email address. Admissions and Records requires a photo ID to verify your identity. Once you are able to log in, be sure to add a recovery email address and phone number.


The best way to change a password is through the Hancock College SSO system by following the steps below:

  • Logout of the SSO session either by logging out of the myHancock Portal or visit this logout link.
  • Go to myHancock Portal
  • Click the "Change your Hancock College password" link at the bottom of the page.
  • Enter the Hancock College username
  • Enter the current password
  • (optional) if Multi-Factor Authentication is turned on, enter an OTP
  • Create a new password, following the Password Complexity Rules
  • Click Continue and try to login using the new password.

Common Questions


Most services that use SSO at Hancock College are for current students. Former students who are looking to register for classes again should view the Admissions and Records page on reapplying to Hancock College. Once your application has been submitted to CCCApply you will receive an email regarding your account settings.

Former students seeking an official transcript do not need to have a Hancock College account. Follow the instructions on the Admissions and Records transcript page.

If you need access to the portal for other reasons and are having trouble, you can see if you have a user name in our system, reset your password, or contact the student Help Desk for any other problems.

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Article ID: 114093
Mon 8/17/20 3:08 PM
Tue 10/18/22 3:09 PM

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Multi-Factor Authentication through the use of One Time Passcodes are required for many users at Hancock College and may be optionally enabled for all other users.