Email login failure is typically caused by incorrect username or password entered or the email account being locked. Please follow the steps below to troubleshoot:
Note:
- For faculty members, their @zju.edu.cn email accounts will be deactivated upon their departure from the university. For students enrolled in or after August 2021, their @zju.edu.cn email accounts may continue to be used for one year after graduation, after which the accounts will be uniformly deactivated. After graduation, users may apply for a Zhejiang University alumni email account (@zuaa.zju.edu.cn) via the ZJU Alumni as needed, and those who remain at the university for further study or work are eligible to apply to retain their original @zju.edu.cn email account.
Username: You may include or omit the @zju.edu.cn suffix when entering your username.
Password: Please confirm that your password is correct, and note if you have recently changed your VPN account password (email password is the same as VPN account password). If you are unsure, please reset your password in Step 2 and then try logging in again.
To reset your email password, visit Zhejiang University Email System (https://mail.zju.edu.cn) or Self-Service Platform (https://myvpn.zju.edu.cn), click "Forgot Your Password", and use your registered mobile number or email to reset a strong password. If you still cannot log in after changing your password, proceed to Step 3 to check your email status.
Note:
- Email account password and VPN account password are changed simultaneously.
- Be sure to set a strong password for your email:
- Make the password as long as possible and use a mix of random uppercase and lowercase letters, numbers, and special characters.
- Avoid weak passwords such as:
- abcd_1234, 1qaz2wsx and other common combinations
- Single or consecutive numbers (e.g., 11111111, 12345678)
- Personal information such as birth dates, phone numbers, or ID numbers
- Do not use the same password as other internet accounts (e.g., QQ, WeChat, Taobao, Weibo, forums, etc.), share your password with others, reuse old passwords, or store passwords in plain text on your computer.
To check your email status, log in Self-Service Platform (https://myvpn.zju.edu.cn) (the password is the same as your email password), and click "Activate Email" to view your current email status.
- If it shows "Locked", please unlock email following Step 4 and then try logging in again.;
- If it shows "Normal" and ensure the information entered is correct but still log fail, please contact the Information Technology Center for technical support (24-hour service hotline: 0571-87951669).
The email account is typically locked due to security risks such as a weak password, suspicious login activity, spam sending, or prolonged inactivity. Follow the steps below to unlock it:
- Immediately perform a full virus scan on your computer to remove potential malware or viruses;
- Confirm that you have changed your email password to a strong password;
- Contact the Information Technology Center (24-hour service hotline: 0571-87951669) for identity verification and request to unlock email account;
- Be sure to enable two-factor authentication for your email, as it significantly enhances account security. Please refer to "Two-factor Authentication and Client-specific Password Setup Guide";
Technical Support
If you encounter any issues while using ZJU email, please feel free to contact us:
Security is everyone's responsibility. Thank you for your understanding and support of ZJU Email!