Unlock your account or reset your password
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If you've forgotten your Microsoft 365 password or are unable to sign in to your account, Self-Service Password Reset (SSPR) allows you to securely reset your password — as long as you've previously registered your authentication methods.
This guide walks you through the steps to reset or unlock your account using any device.
🛠️ What is SSPR?
SSPR (Self-Service Password Reset) is a secure Microsoft tool that enables you to:
- Reset a forgotten password
- Unlock a locked account
This functionality is available 24/7 from any location and any device, provided your identity can be verified through your pre-configured security methods.
🚪 Where Can You Access SSPR?
On Your Work Computer
At the Windows login screen, click "Reset password" beneath the password box.
On the Microsoft 365 Sign-In Page
Go to https://portal.office.com
Click "Can't access your account?" or "Forgot my password"
From Any Device (Mobile, Tablet, or PC)
Visit: https://aka.ms/sspr
This is the most direct option and works from anywhere — even if you're not using a company device.
✅ Step 1: Enter Your Work Email Address
On the first screen, you will be asked to:
- Enter your company email address
- This is usually your username followed by your domain (e.g., jsmith@astute.com)
- Complete the CAPTCHA challenge to confirm you're not a robot.
Click Next to continue.
🧭 Step 2: Choose the Issue You're Facing
You'll be prompted to choose one of the following options:
- "I forgot my password" — select this if you need to create a new password.
- "I know my password, but still can't sign in" — select this to unlock your account.
After selecting the appropriate option, click Next.
🔐 Step 3: Verify Your Identity
To proceed, Microsoft will ask you to verify your identity using two authentication methods.
You can choose from the available methods previously set up on your account, such as:
- ✅ Microsoft Authenticator App
- ✅ Text message to your mobile phone
- ✅ Phone call to a registered number
- ✅ Answering security questions
🔒 You must complete two of the available options.
If you can't complete at least two methods, you will not be able to reset your password using SSPR.
🚧 Step 4: Can't Verify Your Identity?
If you're unable to complete the required verification steps — for example:
- You've lost access to your phone
- You don't remember your security questions
- You no longer have any of the registered methods
Then you'll need to follow the Reset MFA Guide and request a Temporary Access Pass (TAP).
A TAP allows you to securely log in and reconfigure your authentication methods. This request must go through your IT or HR contact.
🔁 Step 5: Set a New Password or Unlock Your Account
If you selected "I forgot my password", you'll be prompted to:
- Enter a new password
- Confirm the new password
- Submit to complete the reset
If you selected "I know my password, but still can't sign in", and passed verification, your account will be unlocked, and you may sign in normally.
🧠 Tips for Success
📲 Keep your authentication methods up to date
If you change your phone number, lose access to your app, or get a new device, update your MFA settings at https://aka.ms/mysignins.
🔁 Use a secure, memorable password
Choose a strong password with a mix of uppercase, lowercase, numbers, and special characters. Avoid reusing passwords from other services.
📌 Set up more than two methods
This ensures you have backup options if one method becomes unavailable.
🆘 Still Need Help?
If you are unable to complete the required verification steps you should contact the HR Department for more help.
See the MFA Reset Guide for more information.
The HR Department will verify your identity and initiate next steps to issue a Temporary Access Pass.