Microsoft MFA and SSPR - Reset your password via SSPR


This article provides step-by-step instructions on how to reset your password as part of the Microsoft 365 Self-Service Password Reset (SSPR). 

These instructions should be used if you no longer remember your password and need to set it to a new password or your account has become locked due to too many log in attempts.  For instructions on changing your password (you know your existing password but would like to change it), please refer to the Knowledge Base article Microsoft MFA and SSPR – Change your password via SSPR.

IMPORTANT: When you reset or change your password via Microsoft 365 Self-Service Password Reset, it almost immediately changes the password for other systems that use Microsoft Single-Sign On, like Banner, the NEOMED Success Center, and VPN. If you have your NEOMED email set up on your mobile phone or tablet, don't forget to change your password on your mobile devices as well: Change your password on your mobile device

What is needed to change your password

Approximate time to complete steps: 3 - 7 minutes.

  • You have completed the setup of Microsoft 365 MFA and SSPR (If you have not done so, follow instructions in Microsoft MFA and SSPR - First Time Setup.
  • You have access to the authentication methods you registered for Microsoft 365 MFA and SSPR (i.e., mobile phone, alternate email).

Note: The instructions below are identical for computers/laptops and mobile devices.

Instructions to reset your password

  1. In a web browser, open the Microsoft 365 login page:
  2. Click on Can’t access your account? Alternatively, if your account is already known by your web browser, click Forgot my password.


  1. If you are directed to the page “Which type of account do you need help with?” choose Work or school account.
  2. You will then be directed to a page titled “Get back into your account.” On this page, complete the following:
    1. Enter your Email or Username (this is your NEOMED email address).
    2. Enter the characters in the CAPTCHA image.
    3. Click Next.
  3. Perform two (2) verification steps:
    On the next page, you need to pick two (2) verification methods from the options available to you. Instructions for completing these verification methods can be found further along in this article:
    1. Email my alternate email.
    2. Text my mobile phone.
    3. Call my mobile phone.
    4. Approve a notification on my authenticator app.
    5. Enter a code from my authenticator app.
  4. Once both verification methods are completed, you can enter your new password.
    1. You will need to enter your new password twice.
    2. Click Finish.

At this point, your new password is ready for use.

Verification method: Email my alternate email

  1. Click Email. (The email you provided during the setup/registration will receive an email within 1-3 minutes with a verification code).
  2. Enter the verification code you received via email.
  3. Click Next.

Verification method: Text my mobile phone

  1. Enter your phone number (this is the mobile number you provided during the setup)
  2. Click Text.
  3. Within 10-45 seconds, your mobile phone will receive a text message with a Verification Code. Once received, enter your Verification Code.
  4. Click Next.

Verification method: Call my mobile phone

  1. Enter your phone number (this is the mobile number you provided during the setup)
  2. Click Call.
  3. You will receive an automated phone call (please be aware of your phone spam filters that may need to be adjusted to allow this number).
  4. Follow the instructions given to you by the automated message.
  5. After you complete the prompt on the phone, you will automatically be taken to the next verification method.

Verification method: Approve a notification on my authenticator app

  1. Click Send Notification.
  2. In the Authenticator App on your mobile phone, you will receive a notification prompting you to Deny or Approve the sign-in.
  3. Click Approve.

 Verification method: Enter a code from my authenticator app

  1. Open the Authenticator app on your mobile phone.
  2. In the browser window, enter the 6-digit code that is displayed under your account in the app.
    NOTE: The code changes every 30 seconds, so enter the code before it changes.
  3. Click Next.
Was this helpful?
0 reviews