[Moderator note: Personal information removed]

Question

Dear Sir/Madam,

I hope you are doing well.

We are unable to access our Power BI account as the password has been forgotten. Kindly request you to reset the password and provide a new password for the below-mentioned ID.

Answer 1

Hello @24254S20, 

Power BI uses an organization (work or school) Microsoft account, not a personal Microsoft account. Because of this, passwords cannot be reset or generated by Microsoft moderators or support forums. Only the Microsoft administrator of the organization can reset the password for this type of account. 

To help guide you correctly, please confirm how the Power BI service was purchased: 

If Power BI was purchased through a seller or Microsoft partner

Please contact the seller or partner who provided the subscription. They can: 

• Identify the tenant administrator 
• Assist with account recovery or escalation 

If Power BI was purchased directly from Microsoft:

If you are an end user, you will need to locate your organization’s Microsoft 365 / IT administrator and ask them to reset your password. If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Steps for the administrator to reset the password 

• Go to admin.microsoft.com  
• Open Users > Active Users  
• Select the affected user  
• Choose Reset password  

• You may leave “Automatically create a password” enabled or disable it if you prefer to specify a custom password.  
• Be sure to select “Require this user to change their password when they first sign in” so the user is prompted to create a new, secure password during their initial login.  
• On the next screen, you can choose to show or hide the password. Once visible, copy the password so you can provide it to the user as needed.  

If you're an IT admin, please check if there is another admin who can help you with the reset.

If the account is the only admin in the tenant and no one can sign in, the recovery must be handled by Microsoft’s Data Protection team. In this case, please open a support request with Microsoft and be prepared to provide proof of domain ownership so the tenant can be recovered securely. 

You can find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

• First, when you call the hotline, it asks what kind of problem you are worried about.   
• Answered: authenticator.   
• A: What kind of product are you using?   
• B: Power BI.   
• A confirmation: education or company account?   
• B: For companies   
• A: Are you an administrator?   
• B: Yes.   
• A: Do you have the other admin in your organization?   
• B: No.   
• A: You need one.... Service request?   
• B: Yes   

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!  

---

Please understand that our forum is a public platform, and we will modify your question to cover your personal information including the links you provided in the title. Your personal data will be stored in our private messages and will automatically be deleted after 30 days.

Please notice to hide these personal or organization information next time you post error or some information to protect personal data.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 2

For a Power BI account that uses a Microsoft 365 work or school account, only the self-service tools or the organization’s administrator can reset the password. A new password cannot be created and sent directly.

Use one of these options:

1. If self-service password reset is enabled for the organization
   1. Go to the sign-in page used for Power BI (for example, Microsoft 365 sign-in).
   2. Select Can’t access your account?.
   3. Enter the work or school email/username, complete the CAPTCHA, and select Next.
   4. Follow the prompts to verify identity using the configured security info (phone, email, authenticator app, etc.).
   5. Set a new password when prompted.
   If the message “We couldn’t verify your account” appears after entering the User ID, either:
   • Password reset is enabled but the user has not registered security info yet – registration must be completed first using the appropriate “Set up security info” article for the chosen verification method.
   • Password reset is not enabled – in this case, use the Contact your administrator link shown on the screen so the tenant admin can reset the password.
2. If self-service password reset is not enabled or verification methods are unavailable
   • Contact the organization’s Microsoft 365 / Entra ID administrator and ask them to reset the user’s work or school password from the admin portal.
3. If the account is a personal Microsoft account (not work or school)
   1. Start from the Microsoft account sign-in page.
   2. On the Enter password screen, select Forgotten your password? (or use the Reset password option).
   3. Enter the Microsoft account username and select Next.
   4. Choose a verification option (email, phone, etc.), receive the code, and enter it.
   5. Create a new password when prompted.
   If no verification option is available or the options are not recognized, use the sign-in helper tools linked from the reset flow to recover the account.

For Power BI specifically, if sign-in still fails after resetting the password, follow the guidance in the Power BI sign-in article and, if necessary, work with the internal IT/admin team or Microsoft Support as described there.

---

References:

• Reset your Microsoft work or school account password using security info
• Reset a forgotten Microsoft account password
• Resolve sign-in issues for Power BI and Fabric
• I can't sign in to my Microsoft account