Kean Jersey City Frequently Asked Questions

Introduction

Quick Navigation: Staff/Faculty FAQ | Students FAQ

This article aims to address frequently asked questions for the Jersey City campus students, staff, and faculty.

Since the merger on July 1st, we have received a number of questions from staff, faculty, and students regarding changes, processes, and available resources. To help address the most common inquiries, we have compiled the questions we’ve received along with their answers below. We appreciate your patience and engagement during this transition and will continue to provide updates as additional information becomes available. 

Staff/Faculty

1. I previously used a shared NJCU departmental email account. How do I request access if it is still needed for active University work?
   • Please submit a service request for a NJCU M365 Shared E-mail Mailboxes here. 
   • For urgent requests, please indicate on the form if immediate access to historical information is required.
2. A former employee’s NJCU email account is receiving messages needed for University business. How do I request temporary email forwarding to support business continuity?
   • Please submit a service request for NJCU Email Forwarding on behalf of Departed Employee here. 
3. I got a new phone and can't Okta verify, what do I do?
   • New mobile devices must undergo account recovery for OKTA MFA (Multi-Factor Authentication) and Password Resets by calling 908-737-6000. 

     Proof of identification will be required for all account recovery requests. 

4. I'm a full-time staff/faculty member, how do I make an appointment for equipment pick-up at the Union campus?
   • You may request an appointment here, please ensure you are able to access your Kean email prior to creating an appointment.
5. I cannot login in to the "GET" mobile ID/Access app, how can I fix this?
   • Staff/faculty can visit Campus Card Services in Hepburn Hall for assistance. 

Students

1. How do I access my Kean email?
   • All students should have received an email from Kean IT including their username and temporary password. If you did not receive this information, please call 908-737-6000 to request a password reset.
2. I got a new phone and can't Okta verify or I'm having trouble logging in, what do I do?
   • New mobile devices must undergo account recovery for OKTA MFA (Multi-Factor Authentication) and Password Resets by calling 908-737-6000. 

     Proof of identification will be required for all account recovery requests. 

3. I tried to login in to a link and received a “403” error?
   • As a part of Kean IT's commitment to strengthen our security posture, a “403” error indicates a VPN or iCloud Private relay is enabled on a mobile device. To access Kean items on a mobile device, please turn off the VPN or iCloud Private Relay. 
4. How do I submit a ticket?
   • There are two different ticket types: Incident (for unexpected occurrences) and Service Requests (routine, formal procedures). Both can be created online on helpdesk.kean.edu, in person in the Technology building, or phone 908-737-6000. 
5. What is Apporto?
   • Similar to Splashtop, students may use Apporto in courses as virtual desktop access.
6. How can I see my registered courses?
   • Registered courses may be viewed on Self-Service (KeanWISE) using your Kean credentials.
      
7. I cannot login in to the "GET" mobile ID/Access app, how can I fix this?
   • Please ensure that you are registered for courses in Self-Service (KeanWISE). Students that are not registered for courses will not able to log in to the GET app.