Password resets vary by which system you're locked out of. Most have self-service options if you set them up beforehand.

1. Microsoft 365 / Office account

If you set up Self-Service Password Reset (SSPR):

  1. Go to passwordreset.microsoftonline.com
  2. Enter your work email + the captcha
  3. Choose a verification method (text to phone, app push, security questions)
  4. Set a new password

If you didn't set up SSPR, only IT can reset.

2. Windows local account

If you can't sign in to Windows:

  • Try your other passwords (Outlook, Teams) — may have been linked
  • Use Microsoft account recovery if your Windows account is tied to a personal Microsoft account
  • Otherwise, this requires IT (or admin) to reset

3. Active Directory (corporate domain)

For domain-joined laptops:

  • SSPR (above) often manages this
  • Otherwise, IT needs to reset
  • After reset on the server side, your laptop's cached credentials may not update — connect to office or VPN to sync

4. Specific application

Many apps (Salesforce, HubSpot, Workday) have their own reset:

  • Use the "Forgot password" link on the sign-in page
  • Verification via email or SMS
  • Set new password

5. Browser-saved passwords

If you saved your password in a browser but can't remember it:

  • Chrome: chrome://settings/passwords
  • Edge: edge://wallet/passwords
  • Firefox: about:logins

You'll need to authenticate with your laptop password to see saved ones.

6. Password manager

If you use 1Password, Bitwarden, etc., your master password is the only one you need to remember. If you've forgotten THE master password:

  • Most password managers have no recovery (by design)
  • You'll need to reset each individual account password

This is why a memorable but unique master password matters.

7. Account locked after too many attempts

Many systems lock after 5-10 failed attempts. Waiting 15-30 minutes usually unlocks. If urgent, IT can unlock manually.

8. Mobile device authentication

If you can't sign in but have an authenticator app on your phone:

  • Many SSPR systems use the app as a verification method
  • Open Microsoft Authenticator → tap your account → use the rolling code or push

9. Backup codes

When you set up MFA, you should have saved backup codes — one-time use codes that bypass MFA:

  • Find them in your password vault, secure email, or wherever you saved them
  • Use one to sign in
  • Generate new codes once you're in

10. Recovery email or phone

For consumer Microsoft / Google accounts:

  • Recovery email or phone you registered
  • Receives a code or link
  • Used to reset

For work accounts, verification is handled by IT.

When to ticket

Raise a ticket if:

  • SSPR isn't working
  • You can't sign in to a domain-joined laptop
  • A specific application that should have your account doesn't
  • You don't have access to any verification method

For verification, IT will ask you a few questions — be ready with employee ID, manager name, and other details.