Frequently asked questions
Short answers with links to the official source and the complete guides.
41 results
Account and sign-in
What is the university authentication portal?
It is the central sign-in service for authorized university users. Access to each connected service depends on your role and permissions.
What is the official sign-in address?
Use auth.ilam.ac.ir. Check the exact domain in your browser before entering university credentials.
What is my UID?
UID is your university account username. If you do not know it, ask the IT Center for account support.
How does single sign-on work?
A connected service redirects you to the official authentication portal, then returns you to the destination after sign-in. A valid session may avoid repeated password entry.
Which systems support SSO?
Check the services offered by the official portal after sign-in. This guide does not confirm that every university system uses SSO.
Why is access denied after sign-in?
Successful authentication does not grant every permission. Ask the responsible service about your role and access entitlement.
Why am I asked to sign in again?
An expired session, changed browser or device, cleared cookies or a service security policy may require another sign-in.
How do I sign out safely?
Select sign out in the service, then close the browser windows. Do not mark a shared computer as trusted.
Which sign-in methods can I use?
Use the methods available for your account on the official sign-in page. Check the account guide for Authenticator and passkeys.
Are my username and password enough?
The current guide describes Authenticator verification for password sign-in, or an already configured passkey. Follow the options and current requirements on the official portal.
What should I check after a failed sign-in?
Check keyboard language, extra spaces in your username, internet connectivity and automatic device time. Avoid repeated guesses and use the official recovery route.
I forgot my password. What next?
Open the official recovery page and use a method offered for your account. If none is available, ask the IT Center for account recovery support.
Can I use quick recovery by SMS?
The SMS number and conditions require current university confirmation. Do not use a number copied from conflicting older documents; use official web recovery or contact the IT Center.
IT Center FAQ; current policy needs confirmation · University account article (Legacy source; a working original address has not been verified) · Related service guides
Can I recover by email, SMS or a security question?
Use only recovery methods currently displayed for your account. Check the destination shown by the portal. Contact the IT Center if you cannot access the registered recovery method.
What is two-factor authentication?
The password sign-in flow described here uses an Authenticator code. Recovery codes help restore access. Password-recovery SMS is different from a second-factor sign-in method.
Account and authentication guide · Two-factor guide — PDF, about 10 MB · Related service guides
Must I use Google Authenticator?
Use an Authenticator app compatible with the official portal. Follow the app choices and setup instructions shown there.
Account and authentication guide · Two-factor guide — PDF, about 10 MB · Related service guides
How do I set up Authenticator?
Follow the account guide. Add the account using the portal button on the same phone, or scan the portal QR with your phone when the portal is open on a computer. Never share the QR or setup secret.
Account and authentication guide · Two-factor guide — PDF, about 10 MB · Related service guides
Why is my Authenticator code rejected?
Set your phone date and time automatically, then use a fresh code for the correct university account. Code generation can work offline once the account has been configured.
Account and authentication guide · Two-factor guide — PDF, about 10 MB · Related service guides
What if I cannot access Authenticator?
Use an already configured alternative or a saved recovery code if the portal offers it. Otherwise contact university account support.
Account and authentication guide · Two-factor guide — PDF, about 10 MB · Related service guides
What should I do before changing phones?
Transfer the Authenticator account and test sign-in before removing your old setup. Keep recovery methods available.
Account and authentication guide · Two-factor guide — PDF, about 10 MB · Related service guides
What are recovery codes?
They are private emergency credentials. Store them securely, use them only on the official portal and replace disclosed codes through the official account settings.
Account and authentication guide · Two-factor guide — PDF, about 10 MB · Related service guides
What is a passkey?
A passkey lets you sign in using a credential protected by your device or credential manager. Use the official portal and follow any additional verification it requests.
Passkey guide (Legacy source; a working original address has not been verified) · Related service guides
How do I create a passkey?
Sign in to the official account settings and follow the passkey guide on your personal trusted device. Availability depends on your account and device.
Passkey guide (Legacy source; a working original address has not been verified) · Related service guides
Can I create a passkey on a public computer?
No. Set up passkeys only on your personal secure device.
Passkey guide (Legacy source; a working original address has not been verified) · Related service guides
When does an unused UID become inactive?
There is no confirmed inactivity deadline in this guide. Account status can also depend on academic status, employment or security policy. Ask the IT Center about the actual error.
IT Center FAQ; current policy needs confirmation · University account article (Legacy source; a working original address has not been verified) · Related service guides
How do alumni sign in?
Use the methods currently offered by the official portal for your account. No universal alumni sign-in method is confirmed here.
IT Center FAQ; current policy needs confirmation · University account article (Legacy source; a working original address has not been verified) · Related service guides
What happens to access when I leave?
Ask the responsible unit about access expiry, permitted data transfer, retention and extensions before your study or employment ends.
IT Center FAQ; current policy needs confirmation · University account article (Legacy source; a working original address has not been verified) · Related service guides
How do guests obtain accounts?
Ask the host unit for the official request route, responsible person and approved access period.
IT Center FAQ; current policy needs confirmation · University account article (Legacy source; a working original address has not been verified) · Related service guides
How do contractors obtain access?
The contract supervising unit must establish the request route and necessary permissions with the IT Center.
IT Center FAQ; current policy needs confirmation · University account article (Legacy source; a working original address has not been verified) · Related service guides
Which documents are required to reset a second factor?
The approved verification requirements and remote recovery process are not confirmed here. Ask the IT Center before visiting. Never send passwords, QR codes or one-time codes.
IT Center FAQ; current policy needs confirmation · University account article (Legacy source; a working original address has not been verified) · Related service guides
Internet and VPN
How do I connect to university VPN?
Use Cisco Secure Client with vpn.ilam.ac.ir. Complete authentication on the official university portal using the available account method.
Android VPN guide — PDF · Windows VPN guide — PDF · Related service guides
What if VPN does not connect?
Check normal internet access and the exact server address. Do not disable security protections. Follow the VPN troubleshooting route and record the error without secrets.
Android VPN guide — PDF · Windows VPN guide — PDF · Related service guides
Where do I open university email?
Students use webmail.ilam.ac.ir; faculty and staff use mail.ilam.ac.ir. A mailbox address is different from a webmail sign-in URL.
Student direct webmail address provided for this guide · Faculty and staff direct mail address provided for this guide · University email guide (Legacy source; a working original address has not been verified) · Related service guides
Why can I not sign in to email?
For webmail, check the role-specific URL and active mailbox. For IMAP/SMTP apps, use the full email address and an App Password with the appropriate permissions. Use account recovery only for SSO errors; record errors without secrets.
University email guide (Legacy source; a working original address has not been verified) · IT Center FAQ; current policy needs confirmation · Related service guides
How long is email retained after graduation?
The current retention period needs university confirmation. Ask the IT Center before relying on continued access or transferring permitted information.
University email guide (Legacy source; a working original address has not been verified) · IT Center FAQ; current policy needs confirmation · Related service guides
Can inactivity end email access?
The current inactivity period and notification policy are not confirmed here. Check account status and ask the responsible email unit.
University email guide (Legacy source; a working original address has not been verified) · IT Center FAQ; current policy needs confirmation · Related service guides
What is the current university mailbox quota?
Mailbox quotas are 1 GB for students and 5 GB for staff and faculty. The site owner confirmed these quotas and connection settings on 25 October 2026. An authenticated connection has not been tested.
Main university email guideSecurity
What information must remain private?
Never share passwords, setup QR codes, Authenticator codes, recovery codes, private keys or passkey security information.
What should I do after an unexpected sign-in request?
Do not approve it or share a code. Review your account through the official portal and report the issue. If credentials were disclosed, use a trusted device to follow official recovery and security steps.
Account and authentication guide · CISA guidance on verification codes and two-factor authentication · Related service guides
How do I recognize a fake sign-in page?
Check the exact HTTPS domain. A padlock alone does not prove that a similar-looking domain is legitimate. The UID portal is auth.ilam.ac.ir.
Account and authentication guide · CISA guidance on recognizing and responding to phishing · Related service guides
Support and contact
How do I report a problem?
Prepare the service name, device and browser, occurrence time and error text without secrets. Hide personal information in screenshots and use an official contact route.