password reset

Question

I've had a previous case, for an MFA reset. This new request is for a password reset. I’d like it created as a new ticket. I'm trying to log into power bi online. The password is not correct. I'm trying to reset the password, but it says; 

"Accessing your account

Unfortunately, you cannot reset your own password because you have not registered for password recovery.

If you are unable to sign in, you must contact an administrator so they can reset the password for you.  

After you are able to sign in again, you should register for self-service password recovery to ensure you can reset your own password in the future. If there are no other administrators in your organization, please contact support."

but I've tried all options now and the password is incorrect and I can't change it anywhere. I'm trying to call you at 0205001510 (from the Netherlands) but no one picks up the phone. You can see where I'm stuck at right now and I have been trying to log into my own account for a very long time now and feeling very helpless... Could you please let me know if there are any steps I've missed or what I could do to just log into my power bi account because I'm also paying for it...

Answer 1

Hi @power bi,

Thank you for posting your question in the Microsoft Q&A forum, and I'm sorry to hear that you're having trouble accessing your account.

To ensure we resolve this securely, I have initiated a private message for your convenience and left a note there. At your earliest availability, please review that message so I can assist you more affectively.

To access your private messages, sign in to the Q&A forum using the account you used to post your question. Then, navigate to the Private Messages section to view and respond.

Thank you for your attention to this matter. I look forward to your response.

Answer 2

To get back into the Power BI (Microsoft 365 work/school) account in this situation, only the following supported options exist:

1. Because self‑service password reset is not registered/enabled for the account, the password cannot be reset directly by the user. An administrator in the same tenant must reset it.
   • If this is a work or school account without admin rights, contact the organization’s Microsoft 365/Entra administrator and ask them to reset the password for the account.
   • After regaining access, register security info so self‑service password reset works next time (if the admin enables it).
2. If the account has admin privileges and there is at least one other admin:
   • Ask another global admin to reset the password for the account, as described in the admin guidance for Microsoft 365.
3. If the account is the only administrator on the tenant and cannot sign in:
   • Use the Self‑Service Password Reset wizard at https://passwordreset.microsoftonline.com. If that fails, wait for the option to contact Support from within the wizard and submit a request with full contact details.
   • If still locked out, contact Microsoft support for the tenant using the regional business support channel listed under “Get support for Microsoft 365” and request escalation to the Microsoft 365 Data Protection team for an admin password reset. This is the documented path when there are no other admins.
4. If the account is a Partner Center / Microsoft AI Cloud Partner Program / CSP admin account, follow the specific “Solve account access problems” table for who can reset the password (another global admin, Microsoft 365 Data Protection team, or Indirect provider, depending on the scenario).

There is no supported way to bypass the requirement for an admin or data‑protection‑team intervention when self‑service password reset is not configured and the password is unknown. The next step is therefore to:

• Identify whether the account is a normal user, an admin with other admins available, or the only admin.
• Use the corresponding path above (internal admin reset, SSPR + contact Support link, or phone support escalation to the Microsoft 365 Data Protection team) to have the password reset.

Once access is restored, ensure:

• Security info (alternate email, phone, and MFA methods) is configured.
• Self‑service password reset is enabled by the admin so future password resets can be done without support.

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References:

• Resolve sign-in issues for Power BI and Fabric
• All about passwords
• Forgot password to sign in to Microsoft 365, Intune, or Azure
• Reset passwords in Microsoft 365 for business
• Troubleshoot sign-in issues and account access problems
• Reset your Microsoft work or school account password using security info
• My username and password have stopped working
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
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