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.
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| title | Troubleshooting & Common Errors (& Fixes!) |
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Common problems and their solutions!| Info |
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| Issue: Update your browser Your browser is not supported or up-to-date. Try updating it, or download and install the latest version of Microsoft Edge. Explanation: This error appears if the page can't render because the user tried to access https://aka.ms/mysecurityinfo from an unsupported browser, or an unsupported embedded browser or webview tried to direct the user the page. Fix: We recommend you update to the latest version of your browser, or directly access https://aka.ms/mysecurityinfo from another device. |
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| title | Please contact your administrator. |
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| Issue: 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. Explanation: 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. Fix: To reset your password in this situation, you must contact your organization's help desk or your administrator for help. |
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| icon | false |
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| title | our Your account is not enabled for password reset. |
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| Issue: 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. Explanation: 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. Fix: 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. |
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| icon | false |
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| title | We could not verify your account. |
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| Issue: We could not verify your account.
If you'd like, we can contact an administrator in your organization to reset your password for you. Explanation: 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. Fix: 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. |
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