How to change your Microsoft 365 password without knowing your old password

Summary

This guide helps you troubleshoot and resolve: How to change your Microsoft 365 password without knowing your old password. Follow the steps below to fix the issue.

Common Causes

If you have forgotten your Microsoft 365 password and cannot sign in to your email or applications, you can reset it yourself using Microsoft's Self-Service Password Reset (SSPR). This process allows you to regain access to your account without needing your current password, provided you have previously set up security verification methods such as a recovery email or phone number.

Quick Fix Steps

1. Go to the Microsoft account sign-in page.
2. Enter your email address and select Next.
3. Click Forgot my password.
4. Select I forgot my password and click Next.
5. Complete the identity verification steps.
6. Create a new password and sign in.

Detailed Instructions

Step 1: Access the password reset page

Open your web browser and navigate to the Microsoft account sign-in page. Enter your full Microsoft 365 email address (for example, [email protected]) and select Next.

Step 2: Start the reset process

On the password entry screen, click the Forgot my password link. When prompted with the reason for resetting your password, ensure I forgot my password is selected, then click Next.

Step 3: Verify your identity

Microsoft will ask you to verify your identity using the security information attached to your account. Depending on how your organisation has configured SSPR, you may be asked to:

• Enter a code sent to your recovery email address.
• Enter a code sent via SMS to your registered mobile number.
• Answer security questions you previously configured.

Follow the on-screen prompts to enter the verification codes. Once your identity is confirmed, you will be allowed to proceed.

Step 4: Create your new password

Enter a new password that meets your organisation's security requirements. Typically, this must include a mix of uppercase and lowercase letters, numbers, and symbols. Confirm the new password by entering it a second time, then select Finish or Next.

Step 5: Sign in with your new password

Once the reset is complete, you will be redirected to the sign-in page. Enter your email address and your new password to access your Microsoft 365 services, including Outlook, Teams, and OneDrive.

Troubleshooting

I do not see the option to reset my password

If the Forgot my password option is missing, your organisation may have disabled self-service password reset. In this case, you will need to contact your IT administrator to have your password reset manually.

I do not have access to my recovery email or phone

Without access to your registered recovery methods, Microsoft cannot verify your identity through the self-service portal. You will need to request assistance from your organisation's IT support team.

My new password is not working

Ensure that Caps Lock is turned off and that you are entering the password exactly as created. If you are signing into a desktop application like Outlook, you may need to restart the application or sign out and back in for the new password to take effect.

For help resetting your Windows login password rather than your Microsoft 365 account, see our guide on Password reset (Windows login).

Still Having Issues?