Register your verification method info to reset your own password

If you forgot your work or school password, never got a password from your organization, or have been locked out of your account, you can use your security info and your mobile device to reset your work or school password.

Your administrator must turn on this feature for you to be able to register your information and reset your own password. If you don't see the Forgot my password option, it means that your administrator hasn't turned on the feature for your organization. If you believe this to be incorrect, contact your help desk for assistance.

Important

This article is intended for users trying to use sign up for self-service password reset. This means that you’ll be able to reset your own work or school password (such as alain@contoso.com), without requiring your administrator’s help. If you're an administrator looking for information about how to turn on self-service password reset for your employees or other users, see the Deploy Azure AD self-service password reset and other articles.

Set up your password reset verification method

  1. Open the web browser on your device and go to the security info page.

  2. Depending on how your administrator has set up your organization, one or more of the following options will be available for you to set up as your security verification method. If multiple options are available, we strongly recommend that you use more than one as your security verification method, in case one of your methods becomes unavailable.

  3. After you select and set up your methods, choose Finish to complete the process.

    Note

    Information added for your phone number or email address is not shared with your organization's global directory. The only people that can see this information are you and your administrator. Only you can see the answers to your security questions.

Common problems and their solutions

Here are some common error cases and their solutions:

Error message Possible solution
Please contact your administrator.
We've detected that your user account password is not managed by Microsoft. As a result, we are unable to automatically reset your password.
Contact your IT staff for any further assistance.
If you get this error message after typing your User ID, it means that your organization internally manages your password and doesn't want you to reset your password from the Can't access your account link. To reset your password in this situation, you must contact your organization's help desk or your administrator for help.
Your account is not enabled for password reset.
We're sorry, but your IT staff has not set up your account for use with this service.
If you'd like, we can contact an administrator in your organization to reset your password for you.
If you get this error message after typing your User ID, it means that either your organization hasn't turned on the password reset feature or you aren't allowed to use it. To reset your password in this situation, you must select the Contact an administrator link. After you click the link, an email is sent to your organization's help desk or administrator, letting them know you want to reset your password.
We could not verify your account.
If you'd like, we can contact an administrator in your organization to reset your password for you.
If you get this error message after typing your User ID, it means that your organization has turned on password reset and that you can use it, but that you haven't registered for the service. In this situation, you must contact your organization's help desk or administrator to reset your password. For information about to register for password reset after you are back on your device, see the process above in this article.

Next steps