CWL Login Troubleshooting

Common issues

"Invalid credentials" error

• Check that Caps Lock is off
• Your CWL username is not your email address — it's the short username you chose at signup
• If you've recently changed your password, wait 5 minutes for the change to propagate across all UBC systems

MFA (Duo) issues

"Duo push not working"

1. Open the Duo Mobile app
2. Check that your device has internet access
3. Try "Send Me a Push" again
4. If still failing, use a passcode from the Duo app instead

Lost phone / new device

Contact the UBC IT Service Centre at 604-822-2008. You'll need to verify your identity before they can reset your MFA devices.

Password reset

1. Go to cwl.ubc.ca
2. Click "Forgot your password?"
3. Enter your CWL username
4. Follow the email or SMS verification steps
5. Choose a NEW password — you cannot reuse your previous 5 passwords

Password requirements

• At least 8 characters
• Must include uppercase, lowercase, and number
• Cannot contain your username
• Expires every 365 days

Browser issues

Which browsers work?

CWL is tested on: - Chrome (latest 2 versions) - Firefox (latest 2 versions) - Safari (latest 2 versions) - Edge (latest 2 versions)

Clearing browser cache

If you're stuck in a redirect loop: 1. Clear cookies for *.ubc.ca 2. Restart your browser 3. Try logging in again

Still stuck?

Contact UBC IT: 604-822-2008 or it.ubc.ca/help. Have your student/staff number ready — it speeds things up considerably.