Connect with us: Please note that the preferred way of contacting IT Services is via LiveHelp Chat and Remote Support.

Windows 11 / New MacBook Models / Chromebooks

Please note that certain Fanshawe College Programs use software that does not support Windows 11, newer MacBook Models, Google Chromebooks, or computers with non-Intel or non-AMD CPUs.
Please check the CONNECT Program Resources page for further details

Assistive Technologies

The Account Service is for clients looking for support with their username and password. We can assist with Login Inquiries through providing clients with password resets (Identity verification required). 

Account inquiries can include, but not limited to: FanshaweOnline, and WebAdvisor, for Students and Staff, and Colleague, Voicemail and Corporate Email for Staff.


We are committed to providing the right information to the right people. Account information will only be disclosed to the account holder.


This service is based on self-service tools. The IT Service Desk has limited access to this information


This service is available 24/7/365 and does not hinge on IT Service Desk availability.

Service Standards

Service Avalability

We resopond within
24-48 Businesss Hours during our regular schedule.

In-Person Support:
8AM – 8PM

LiveHelp/Phone Support:
Mon-Fri: 8AM – 8PM
Sat: 8AM – 12PM

Service Representative

You may contact the IT Service Desk to recieve this service. Contact details here.

In person: Room E2030, 1001 Fanshawe College Blvd, London, ON

On the phone: 519-452-6902

Live Help: Fanshawe LiveHelp

Target Audience

This service is available to all students, applicants, staff and faculty.

Service Policies

We can only communicate with the account holder. Please see our privacy policy.

All communication falls under our Privacy Policy

When you contact us you must provide us with:

  • Fanshawe Student Card OR
  • Government Issued Photo ID card AND
  • Your Student Number

Don’t have the above information? Please contact the Office of the Registrar.

Service Fees

This service carries no fees.

Order Service

Please contact us (Contact details in the Contacts Section above)

Service FAQ

Please consult the following Questions and Answers for some frequuently requested information

Why was my account deactivated?

The IT Service Desk will only deactivate accounts in the event that they have been compromised (i.e. account credentials have been stolen by a hacker).

Accounts are typically deactivated if clients send out spam messages, as this is a sign of account compromise.

Should you receive a message such as “The current account is locked” means that the system has locked your account for too many incorrect password attempts. Your account will automatically activate, however you may wish to contact us to receive a quicker resolution.

How does Fanshawe College Contact me in the event of account compromise?

The IT Service Desk contacts staff by phone first, and follows up via email. 

All compromised account holders must contact us in person or over the phone and provide proof of identity before we can reactivate your account.

I received a suspicious email regarding my account/access/email, is it legitimate?

Recent phishing email scams have been circulating, asking users to click on links to reset their passwords due to system upgrades, or mailbox being full.

All communication from the IT Service Desk will come via an authorized email address of

If you are unsure if the email you received is legitimate, please contact us immediately!

I have signed a disclosure agreement with the Office of the Registrar, can my parent and/or guardian contact you on my behalf?

No, unfortunately the IT Service Desk does not honor disclosure agreements. Should you wish for your parent or guardian to communicate with us on your behalf, you must give us explicit instructions during that interaction. The agreement will only be valid for that interaction.

What happens when my password is reset?

When your password is reset, you will have to use the new password, provided to you, to log into all college systems. You will have to change any saved passwords to the new password. This includes the Wi-Fi network, on which you will have to authenticate again on. 

The IT Service Desk recommends that you always change your password after it is provided to you and regularly change it to a secure password. Doing so helps you keep your account secure.

For Microsoft Imagine/DreamSpark or Fanshawe OnTheHub

The Microsoft Imagine or Fanshawe OnTheHub support is handled by a 3rd party - Kivuto. For all account support using these services. You can contact Kivuto by phone or email. Please click on the "Get Support" link below to be redirected to an external website.