Heidelberg University
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Support IT Service

The IT Service offers competent support and advice for all URZ services. It is the first contact point for all IT-related questions and problems. Our service associates can be reached via telephone, video call, contact form, email and in person at two IT Service Points.

Changing passwords for Uni-ID / project numbers and MFA / tokens - precautions

+++ December 18, 2025 +++ If you have any questions about account blocking and password changes, please join the video call or visit the IT Service on site. Please think of a new password in advance to save time. Additional service: The IT service points at URZ and Carolinum will be closed from December 24, 2025, to January 6, 2026. However, the IT service team will still be available during this time on weekdays (Mon–Fri) from 9:00 a.m. to 1:00 p.m. via video call and the ticket system. +++
IT security incident

Additional video call rooms

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IT Service Info Center 1
https://heiconf.uni-heidelberg.de/f4cx-j3nm-dqxn-zunv
IT Service Info Center 2
https://heiconf.uni-heidelberg.de/u3j2-jc3n-e6p2-hu6x
IT Service Info Center 3
https://heiconf.uni-heidelberg.de/m27f-ytck-wk3t-jpeq
IT Service Info Center 4
https://heiconf.uni-heidelberg.de/rgea-x7dy-2934-acnf
IT Service Info Center 5
https://heiconf.uni-heidelberg.de/qnq7-azzy-cp9m-p3ee

How to contact us

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Chat
New: heiBOT-IT
Anytime
By telephone
+49 6221 54-117
Monday to Friday, 08:00 - 16:00
Via contact form
it-service.uni-heidelberg.de
Can be submitted at any time; processed on workdays.
Via email
it-service (at) uni-heidelberg.de
Can be submitted at any time; processed on workdays.
Via video call
Via heiCONF link
Monday to Thursday, 08:00 - 16:00
Friday, 08:00 - 12:00
In person
At the IT Service Points in the University Computing Centre (Im Neuenheimer Feld Campus) and in the University Administration building (Carolinum)
Opening hours: See link

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University Computing Centre (URZ)
Im Neuenheimer Feld 330 / Room E11 (Ground floor)
Monday to Friday, 08:00 - 16:00
University Administration Building
Seminarstraße 2 (Carolinum) / Ground floor, in the service portal for current and prospective students
Tuesday and Thursday, 10:00 - 15:00
(At the start of the semester in April and October:
Mon, Tue, Thu: 10:00 - 15:00)

Services

  • First level support for users of URZ IT services
  • Consultation via telephone, email, video call or in person at the IT Service Points
  • Setting up WiFi and VPN on work laptops, smartphones and tablets
  • Project number administration
  • Planning and execution of IT-related information and introductory sessions

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