Recover your Account using Self-Service Password Reset (SSPR)

Background

Did you ever go on extended leave and when you got back found you'd completely forgotten your password?  With Self-Service Password Reset (SSPR) this is no longer a concern.  After you've registered for SSPR, you will have the ability to reset your password and recover your account without the need to lodge a ticket with your IT Support team.  The steps below will take you through registering for the SSPR service.  After you've registered, you can follow the steps in our article Recover your Password using Self-Service Password Reset (SSPR) any time you forget your password.

Before you begin

• Check that you have registered for Self-Service Password Reset (SSPR).  If you haven't registered, you will NOT be able to follow the steps in this article.  Please contact your IT Helpdesk to arrange resetting your password.  After the IT Support team have helped you recover access to your system again, please immediately follow the steps in our article Register for Self-Service Password Reset (SSPR).
• You may also need to have the Microsoft Authenticator app installed on your phone. Please see our article Setup Microsoft Authenticator for use with Microsoft 365.
• You'll be asked to choose a new password as part of this process. This password must meet the following criteria:  
  • IT MUST BE a new unique password and NOT a password you've used before
  • IT MUST BE at least 10 characters long
  • IT CAN NOT contain your name as it appears in your account name or display name
  • It must contain at least three of the following elements:
    • Uppercase (capital) letters
    • Lowercase letters
    • At least one number (0-9)
    • At least one symbol (e.g., ~!@#$%^&*_-+=`|\(){}[]:;"'<>,.?/).

Recover your Account using SSPR

To recover your account with SSPR, follow this link:  https://aka.ms/sspr.
This will take you to the Get back into your account Page.

Follow the prompts to enter your account email and the characters you can recognise in the Captcha security image.  If you're having trouble recognising these characters, click the speaker button next to the image to have the characters read to you. Then click Next.

You must then choose from TWO methods of confirming your identity:

• Email my alternative email
• Text my mobile phone
• Call my mobile phone
• Call my office phone
• Enter a code from my authenticator app

In each case, you will receive a verification code which you will need to enter in the next step.

Example Verification Step 1

1. Select a method of verification from the list. In this example, I've selected Email my alternative email.

2. Click the appropriate call to action. As I'm emailing the verification, I have Email as an option.

3. Check your chosen communication source. You will receive a message containing a verification code.

4. Return to the Get back into your account page and follow the prompts to enter the verification code. 

   

Example Verification step 2

1. Repeat the above steps to select a method of verification from the list. In this example I've selected Text my mobile phone.

2. You may be asked to re-enter your phone number or email as a secondary confirmation method.  After entering the phone number or email, click the appropriate call to action. As I'm Texting my phone for verification, I have Text as an option.

3. Check your chosen communication source.  You will receive a message containing a verification code.

4. Return to the Get back into your account page and follow the prompts to enter the verification code. 

Enter a New Password

If the above verification steps have been accepted, you will be presented with two textboxes for you to enter and confirm a new email.

1. Enter your new password.

This password must meet the following criteria:  

• IT MUST BE a new unique password and NOT a password you've used before
• IT MUST BE at least 10 characters long
• IT CAN NOT contain your name as it appears in your account name or display name
• It must contain at least three of the following elements:
  • Uppercase (capital) letters
  • Lowercase letters
  • At least one number (0-9)
  • At least one symbol (eg. ~!@#$%^&*_-+=`|\(){}[]:;"'<>,.?/).
    
    

2. Re-enter your chosen password, ensuring it is entered the same.  Note: your password is case-sensitive.

3. Click Finish.

You should now see a message indicating that your password has been reset.  You can now access your account using this new password.