â ď¸ Important: If you sign in using SSO and you are not normally prompted to enter your credentials, open your sign-in link in an incognito or private browser window before you reset your password.
If you are unsure how to do this on your browser, please refer to one of the links below.
Reset Your Password
Open your hosted desktop sign-in link in your browser.
Enter your email address, then click Next.
When you are prompted for your password, click Forgot my password.
Complete the captcha, then click Next.
Complete the multi-factor authentication step using your configured method.
Enter your new password when prompted, then finish the password reset process.
Complete Multi-Factor Authentication During Password Reset
Use Text Message or Call
Enter the phone number you use for multi-factor authentication.
Wait for the code to be sent to your phone, then enter the code when prompted.
Continue to the next screen, then set your new password.
Use a Mobile App
Open your authenticator app and get the current verification code.
Enter the code from the mobile app when prompted.
Continue to the next screen, then set your new password.
Sign In With SSO Using an Incognito or Private Window
Open an incognito or private window in your browser if you use SSO and are not normally asked for your credentials.
Open your hosted desktop sign-in link in that window.
Follow the password reset steps from the sign-in page.
đ Note: You may need to use a private browsing session to stop your browser from automatically signing you in with SSO.
Sign In to Outlook After Resetting Your Password
Open Outlook after you sign in for the first time with your new password.
Enter your password again when prompted.
Check behind other open windows if you do not immediately see the Outlook sign-in prompt.4. If you see a âNeed passwordâ message in the bottom status bar of Outlook, click it and enter your most recent password when prompted.
Close and reopen Outlook to confirm that it connects without prompting for your password again.
đ Note: On first login after a password reset, the Outlook login window may be hidden behind another window.
What to Do If the Reset Isn't Working
Can't complete the MFA step: For example, you no longer have access to your authenticator app or phone number. Let us know in this chat and a member of our team will reset your MFA so you can then set a new password.
The reset link or page isn't loading: Try opening your sign-in link in an incognito or private browser window and clearing your browser cache. If it still doesn't work, let us know in this chat.
You've reset your password but the system isn't accepting it: Wait a few minutes and try again. If the problem continues, let us know in this chat.- Can't find the 'Forgot password?' link: If the link is not visible, navigate back to the email and password entry screen, then switch from the authenticator prompt to the password sign-in option. The 'Forgot password?' link should then appear.