Mobile FAQ


How do I access my phone if I forgot my PIN code (passcode) or if my phone is disabled?

See instructions for iPhone and Android.

I just added my email account to my personal smartphone; now it's telling me I must set a passcode. What if I don't want to set a passcode?

A lost device or stolen device can result in confidential university data, as well as your personal data being compromised. The passcode requirement is a small step that the university is taking to minimize that risk. You will be required to set a passcode if you are downloading university email from your Exchange account. If you do not want to set a passcode on your device, simply remove the university email account and you will no longer be required to set a passcode.

Will the passcode expire? Do I have to change the passcode periodically like I change my NetID?

No, the passcode will not expire. You won't be required to change it.

Can a drawing gesture be used in lieu of a passcode on an Android device?

No, a drawing gesture cannot be used in lieu of the passcode on an Android device.

Are there any university security guidelines about using cloud storage?

The university has a secure cloud-based way to store and share university files. For teaching, research, or other sensitive types of work, use OneDrive for Business which gives you 1TB of storage-this is in addition to your H: and O: drives. OTS only supports OneDrive for Business and doesn’t provide data security for other options.


I've been told it is best to use the Outlook Mobile App instead of my native email, calendar and contacts app on my smartphone. Do I have to change?

Changing to the Outlook App is not mandatory, however, it's the only application that will support TU email. The free Outlook mobile app is available through your device's App store. See TU's Microsoft self-help resources.

My phone doesn't have one of the popular operating systems; can I still get email on my phone?

This depends on the device and if it's internet ready or has a web browser. You can use the Microsoft 365 Mail app or configure TU email using the native app.

Remember TU uses to enhance the security of NetIDs, so whether you use the app or the web, you will have to enroll your device to check your TU email.

Purchasing and Repairs

What breakage or damage is covered with university-owned devices?

University-owned smartphones are covered by a warranty which includes all software- and hardware-related issues. Physical damage including cracked screens, water and fire damage are not covered. Other physical damage may or may not be covered and is at the discretion of Verizon Wireless. Battery issues, such as loss of charging capabilities, etc. are only covered in the first 30 days of device receipt. 

Can I enroll in a university data plan for my personally-owned device?

Faculty and staff wishing to enroll in a university data plan must have the approval of both their department head and the Vice President of Administration and Finance. Complete the Cellular Data Device Request form (PDF), also located in the OTS Forms Repository, and have it signed and approved by their department head and the Vice President of Administration and Finance. Upon approval, the personal line will be assumed by the university’s Verizon account. Please read the Cellular Telephone Equipment and Services Policy (PDF) for detailed information. 

Can I use my personal cell phone in lieu of a university-owned device?  

Yes, upon approval from the department head, a miscellaneous expense form may be submitted for reimbursement of up to $30 per month on a personal cell phone. However, those wishing to use their personal devices on a more permanent basis are encouraged to fill out the Cellular Data Device Request form (PDF).


How can I speed up a slow smartphone?

See the manufacturer's guides:



How can I obtain more storage space on my smartphone?

See instructions for iPhone and Android

What can I do about an unresponsive screen or stuck Home button on my smartphone?


  • Remove any protective films or cases that might block the Home button.
  • Check for debris around the Home button or switch and clean with a soft cloth.
  • Use Accessibility Mode: Settings > Accessibility > Touch > Assistive Touch
  • Send an  to OTS including your cell phone number and model describing the problem in detail.
  • Create a TechHelp request including your cell phone number and model describing the problem in detail.


  • Unresponsive Screen
  • Send an  to OTS including your cell phone number and model describing the problem in detail.
  • Create a TechHelp request including your cell phone number and model describing the problem in detail.

How do I prevent frequent battery drains?



  • Clear your cache
  • Optimize battery life
  • Check your battery health: Settings > Battery > Battery Health
  • If your battery continues to drain abnormally, create a TechHelp or email request including your cell phone number and model with a screenshot of the battery health screen.

Samsung (Android)

My phone won’t turn on. How can I reset it?

See instructions for iPhone and Android


How do I connect a device to the MiFi Hotspot?

Press the Power button on the MiFi. Once it has been activated, it automatically connects to the Internet over the Verizon wireless network. Go to Menu> Wi-Fi Name and Password to see your MiFi name and password.

On the device you want to connect to the MiFi Hotspot, establish a Wi-Fi connection and select the name from the available networks. You will need to enter the password from your MiFi. You will only need to do this when you first set it up, reset network connections or when you get a replacement. 

What is the difference Tethering feature (aka Hotspot) and a MiFi device?

Tethering/Hotspot: this allows the client to emit a Wi-Fi signal from their University device in order to run the data on one device at a time. This is the preferred method of data if you have a University cellphone on TU’s Verizon account. Your supervisor can submit a TechHelp or to activate tethering/hotspot for your TU device. Note: this feature is automatically disabled if traveling outside domestic territory. 

MiFi Device: this is similar to tethering/hotspot except it allows for running data on multiple devices at once. MiFi devices have no calling abilities and are solely data devices. These best serve groups that travel together domestically or run more than once device at a time to complete their work responsibilities. Exceptions may be granted for employees needing to run multiple devices, those who do not have a University-issued cellphone, or those who share their data capabilities with others in their department. In these cases, the client or department may elect to order a MiFi device. MiFi devices must be approved by Administration and Finance through Docusign. These devices are issued conservatively based on substantiated need.

Updates and Backups

How do I install a required update on my smartphone?

See instructions for iPhone and Android.

How do I backup my phone?


  • Backup iPhone to a PC using iTunes.
  • Backup iPhone to a Macintosh using iTunes.
  • Backup an Apple Watch that's paired with an iPhone: Create a backup when you unpair your devices. Use the backup to restore your Apple Watch after your new or refurbished iPhone is set up.

Flip Phone

Backup instructions

Support and Training

Why won't OTS do more to help me with my personally-owned device?

We are always happy to help whenever you might have an issue connecting to a university service or email. Unfortunately, anything beyond connecting to university services poses the question of liability if something were to happen to the device. These issues are best left to the certified professionals within the manufacturer’s support system who deal with these devices daily and can much better assist you.

Where can I get more help or training?

  • Access self-help documentation for using TU services on mobile devices.
  • The LinkedIn Learning online software training video library covers everything from using a Mac, to sharing photos with Instagram on your iPhone. 
  • The local Apple Store offers many "Getting Started" courses and workshops for iPhone and iPad. For assistance with your specific model device try your cellular provider's web site, or drop by their store for help.