Error: "The information you provided did not match our records" when resetting your eRaider password


Symptoms

You receive the following error message when resetting your eRaider password using the Forgot Password option:

The information you provided did not match our records. If you entered your SSN, try your R-Number. We may not have your SSN on file.

Cause

The TechID or Social Security number (SSN) that you typed did not match the records for your account in the eRaider database. This could be because they were typed incorrectly or because your TechID or SSN may not be recorded appropriately in the eRaider system.

Resolution

No one at Texas Tech University or from anywhere else should ask for your password.

  1. Try typing the information again and clicking Continue.

  2. If you receive the same message after typing your SSN, try typing your TechID instead. If you got the message after typing your TechID, try typing your SSN instead. Then, click Continue.

  3. If you believe that your SSN might be entered incorrectly into the eRaider system, please see Incorrect Social Security number stored in eRaider or Banner systems for information on how to get it corrected.

  4. If you still cannot get past this verification step, please contact IT Help Central for assistance.

Outcome

You are able to reset your eRaider password.