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Retrieving your Control Center username or password

If you've forgotten your username or password (or both), you can retrieve them. If you've forgotten both your username and password, retrieve your username first, then your password. You'll need to access the email address associated with your Control Center user profile. (For Control Center profiles created after July 6, 2023, your username is your email address.)

 

If you've forgotten your password and have tried to sign in several times, your user profile may be locked. If your user profile is locked, you can still retrieve your password, but you must wait 30 minutes for your user profile to be unlocked before trying to sign in again.

Note: For security purposes, Control Center deactivates user profiles after six months of inactivity. If it's been a while since you last signed in, your Control Center user profile may be deactivated. If your user profile is deactivated, your Control Center system administrator can reactivate your user profile for you so you can sign in again.

Reset your password
Retrieve your username

Resetting your password

To reset your password:

  1. Click Forgot username/password.
Forgot Username or Password (showing Forgot Password selected)
  1. In the Username field, type your Control Center username.
  1. In the Email field, type the email address associated with your Control Center username.
  1. Select the I'm not a robot reCAPTCHA checkbox.
  1. Click SUBMIT.

    Control Center sends you an email with a link to reset your password. (The link is valid for 24 hours.) Here's an example of the email you'll receive:
Control Center password email
  1. In the email we sent you, click the Sign in to Control Center link. If you don't receive an email from Lumen, or you have a problem with any part of this process, contact us and we'll help get your Control Center access restored.

    Control Center prompts you to choose a new password.
Reset Password
  1. Type a new password in the New Password and Confirm New Password fields, then click CONTINUE. (Get help choosing a password)

    Control Center saves your password, signs you in, and shows the homepage.

Retrieving your username 

To retrieve your username:

  1. Click Forgot username/password.
Forgot Username or Password
  1. Select the I forgot my Username radio button.
Forgot Username or Password (showing Forgot Username selected)
  1. In the Email field, type the email address associated with your Control Center username.
  1. Select the I'm not a robot reCAPTCHA checkbox.
  1. Click SUBMIT.

    Control Center emails you a list of usernames associated with the email address you typed.
  1. Click PROCEED TO LOGIN.
  1. Use the instructions in the email we sent you to sign in. If you don't receive the email or you have a problem with any part of this process, contact us and we'll help get your Control Center access restored.

    Here's an example of the email you'll receive:
Control Center username retrieval email
  1. On the Control Center login page, click CONTINUE.
  1. Sign in using your username and password.