Password reset

Question

Good morning all. I cannot set up a password on my microsoft 365 account. I have tried resetting my computer and I cannot get this reset. I am at a loss and do not know what to do. Any suggestions?

Answer 1

Hi @Chase,

Could you clarify what happens when you try to reset the password for your Microsoft 365 account?

• Do you receive an error message during the reset process?
• Are you unable to receive the verification code/email?

If possible, please share a screenshot of the error message (with any personal information hidden). That will help identify whether this is an account verification issue, a password reset configuration issue, or an admin restriction.

Answer 2

Follow these steps depending on how the account is set up and what access is available.

1. If signed in but unable to set/change a password

• Go to the Microsoft 365 admin center (for business accounts) and open the account profile (icon in the upper-right) → View account.
• Under the account details, verify that an alternate email and mobile phone number are configured. Update them if needed.
• Sign out, then sign in again and select Forgot password when prompted.
• Complete the wizard; it will use the alternate email/phone to verify identity and let a new password be set.

2. If not an admin and cannot sign in

• Ask the Microsoft 365 administrator in the organization to reset the password. Admins can reset user passwords from Microsoft 365 admin center → Users → Active users → Reset password.
• If self-service password reset (SSPR) is enabled by the admin, go to the self-service password reset page (for work or school accounts) and follow the wizard to reset the password using registered security info.

3. If an admin and locked out

• If another global admin exists, request that admin to reset the password.
• If the only admin and locked out, use the self-service password reset wizard. If that fails, contact Microsoft Support (Data Protection team) as described in the admin password reset guidance.

4. If using Microsoft 365 operated by 21Vianet

• On the Microsoft 365 sign-in page, select Can’t access your account? (or go directly to the self-service password reset tool if that link is not visible).
• Enter the work or school account name, complete the verification (CAPTCHA), and select Next.
• Choose Email as the verification method, retrieve the code from the alternate email, and enter it back in the browser within 60 minutes.
• Set and confirm a new password, then finish and sign in with the new password.

If none of these paths work (for example, no access to any verification methods and no other admin), the remaining option is to contact Microsoft Support and work with them to verify identity and recover the account.

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References:

• Reset your Microsoft work or school account password using security info
• Change or reset your password in Microsoft 365 operated by 21Vianet
• Reset passwords in Microsoft 365 for business
• All about passwords
• Forgot password to sign in to Microsoft 365, Intune, or Azure
• Reset a forgotten Microsoft account password
• "We could not verify your account" error when you try to reset your admin password in Microsoft 365, Intune, or Azure
• Unable to change password in my Outlook - Microsoft Q&A
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