How to manage and update your password for secure remote access (VPN)

Summary

This guide helps you troubleshoot and resolve: How to manage and update your password for secure remote access (VPN). Follow the steps below to fix the issue.

Common Causes

Keeping your VPN password current is essential for maintaining secure remote access to your organisation's network. This guide walks you through updating your VPN credentials, recognising the signs of an expired password, and resolving the most common connection errors. Whether you're using a Windows, macOS, iOS or Android device, the steps below will help you get reconnected quickly and safely.

Quick Fix Steps

If your VPN has stopped working and you suspect a password issue, try these steps first:

1. Confirm your internet connection is active by opening a standard website.
2. Open your VPN client and check for a clear error message such as "Authentication failed" or "Credentials rejected".
3. Attempt to sign in using your current password. If it fails, proceed to the password update process below.
4. If you have recently changed your password, restart your VPN client to clear cached credentials.
5. Still locked out? Open a ticket through the support portal so our team can verify your account status.

Understanding VPN Passwords

Your VPN password is separate from your Windows, Mac or email login. It is a dedicated security credential used to authenticate your device against the VPN gateway. 220 Internet Services enforces regular password rotation to protect your data, which means your VPN password will expire periodically even if your other passwords remain unchanged.

Common signs that your VPN password has expired or is mismatched include:

• The VPN client prompts for credentials repeatedly without connecting.
• Error messages referencing authentication, credentials or a rejected username.
• The connection drops immediately after the login screen appears.
• You can connect to the internet but cannot reach internal resources.

Updating Your VPN Password

The exact method depends on how your account is configured. Follow the section that matches your setup.

Option 1: Change via the Self-Service Portal

Most 220 customers can update their VPN password through the self-service portal linked to their account.

1. Open a web browser and navigate to the password reset page provided by your administrator.
2. Enter your username or email address and complete any required verification (such as a code sent to your mobile).
3. Choose a new password that meets the policy: at least 12 characters, including uppercase, lowercase, a number and a symbol.
4. Click Submit or Save and wait for the confirmation message.
5. Close all open VPN clients before attempting to reconnect.

Option 2: Change via Windows (Cached Credentials)

If your VPN password is linked to your Windows domain account, updating it on a domain-connected machine will refresh the credential automatically.

1. Press Ctrl + Alt + Delete and select Change a password.
2. Enter your old password, then your new password twice.
3. Press Enter or click the arrow to confirm.
4. Wait for the "Your password has been changed" confirmation.
5. Restart your computer before launching the VPN client.

If you also need to reset your local Windows sign-in password, see our related guide: Password reset (Windows login).

Option 3: Change via macOS

1. Open System Settings from the Apple menu.
2. Select Users & Groups.
3. Click your user account, then click the i icon or Change Password.
4. Enter your current password, then your new password.
5. Click Change Password to save.
6. Restart your Mac and reopen your VPN client.

Clearing Cached Credentials

Even after updating your password, your operating system or VPN client may continue to use the old credentials stored in memory. Clearing the cache forces the application to request fresh authentication.

Windows Credential Manager

1. Press Win + R, type control keymgr.dll and press Enter.
2. Select the Windows Credentials tab.
3. Locate any entries related to your VPN (often labelled with the server name or "VPN").
4. Click the entry and choose Remove.
5. Close Credential Manager and restart your VPN client.

macOS Keychain Access

1. Open Finder, go to Applications > Utilities and launch Keychain Access.
2. Search for the name of your VPN or the VPN server address.
3. Select the matching entry and press Delete.
4. Confirm the removal and quit Keychain Access.
5. Reopen your VPN client and sign in with your new password.

Mobile Devices (iOS and Android)

1. Open your device Settings.
2. Navigate to General > VPN & Device Management on iOS, or Network & internet > VPN on Android.
3. Tap the relevant VPN profile.
4. Delete the profile or toggle it off, then re-add it with your updated credentials.
5. Test the connection to confirm the new password works.

Troubleshooting Common Errors

"Authentication Failed" or "Invalid Credentials"

This almost always indicates a password mismatch. Clear cached credentials as described above, then re-enter your username and password carefully. Passwords are case-sensitive, so check that Caps Lock is not enabled.

"Connection Timed Out"

If you can authenticate but the connection never completes, the issue may be network-related rather than password-related. Try switching from Wi-Fi to mobile data, or vice versa, and disable any active VPN or proxy services on your device.

"Password Has Expired"

Some VPN configurations require a password change at next login. Follow the prompts in your VPN client, or update your password through the self-service portal before reconnecting.

"User Account is Locked"

Too many failed attempts may have temporarily locked your account. Wait at least 15 minutes, then try again. If the lockout persists, open a ticket for assistance.

Best Practices for VPN Password Security

• Use a unique password that you do not reuse on other services.
• Store your password in a reputable password manager rather than writing it down.
• Change your VPN password immediately if you suspect it has been compromised.
• Avoid saving passwords in your VPN client on shared or public devices.
• Enable multi-factor authentication if your VPN configuration supports it.

Still Having Issues?