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Alumni contacts client services UTS to request re-gain access to their @their @mcmaster.ca account for several reasons. 
e.g., sometimes students they used as a student.  They may have used their McMaster email address to create personal accounts (eg:  social media, banking, etc.) using @mcmaster.ca.
Alumni when lose access to those personal accounts; they contact client services to gain access to @mcmaster.ca in order to recover the person account they have created using @mcmaster.ca.​​​​​​​) or used it as a contact address on resumes.

Note: We do not recommend students to use @mcmaster.ca to create their personal accounts (such social media, banking etc.). 

But ​​​​the The Alumni Association offers anemail forwarding service which graduates can sign up for to maintain a McMaster related email address.  (Link attached below) 

Pre-Condition: Please offer Provide the following message to the customer this message ( after validating that they are an alumni) that the @mcmaster.ca domain they are attempting to access has expired.
" Dear Customer (insert customer name)
I see that you graduated on (enter the date) and as per our policy the email expiry date is Jan 31st after your convocation.
Hello,

Thank you for reaching out.  McMaster Alumni do not retain access to the @mcmaster.ca account they used as students.  The Alumni Association does offer Email forwarding for those wanting to keep a McMaster related email address. 

Please refer to the information on the Alumni Association's webpage regarding this service:  https://alumni.mcmaster.ca/s/1439/17/interior.aspx?sid=1439&gid=1&pgid=4454

Please note: Before However, you can set up an email forwarding address through our system so that all future emails sent to your @mcmaster.ca email address are forwarded to another email account of yours.
Please note: Before you can establish your email forwarding, your @mcmaster.ca email address must expire. If you still have access to your @mcmaster.ca inbox, you are not eligible for email forwarding. Unfortunately, an unavoidable interruption in service occurs between your email address expiration and the activation of email forwarding.
You can learn more here about Email forwarding: https://alumni.mcmaster.ca/s/1439/22/alumni/interior.aspx?sid=1439&gid=1&pgid=4454 For Account Lookup follow the link: https://secureca.imodules.com/s/1439/22/alumni/interior.aspx?sid=1439&gid=1&pgid=8&cid=46
In case of a trouble or if you forgot your student number, please contact: McMaster Alumni <alumni@mcmaster.ca>"