Summary

If you cannot sign in to Outlook, Teams, or any Microsoft 365 app because you forgot your password, your account was locked after too many failed attempts, or your password expired, this article walks you through every way to recover access yourself. If self-service options do not work, it tells you exactly what to tell your helpdesk to get the fastest resolution.

In this guide

• 1. Reset Your Password Using Self-Service Password Reset (Fastest Method)
• 2. Wait Out an Account Lockout
• 3. Reset an Expired Password
• 4. Sign In to a Domain-Joined Windows PC After a Password Reset
• 5. Clear Cached Credentials After a Password Reset
• 6. Contact IT When Self-Service Does Not Work
• 7. Prevent Future Lockouts

Before You Start

• Access to a device with a web browser (can be a personal phone, tablet, or any computer — does not have to be your work PC).
• If you previously registered for Self-Service Password Reset (SSPR), you will need access to your registered recovery method (phone, Authenticator app, or personal email).
• If you have not registered for SSPR, you will need IT to reset the password manually. Method 6 below lists exactly what to tell them so it takes one call instead of three.

Instructions

1. Reset Your Password Using Self-Service Password Reset (Fastest Method)

If your organization has enabled SSPR and you have previously registered your recovery methods, you can reset your own password in under 2 minutes.

1. On any device, open a browser and go to https://passwordreset.microsoftonline.com.
   • You can also reach this page by clicking "Forgot my password" or "Can't access your account?" on any Microsoft 365 sign-in screen.
2. Enter your work email address (e.g., [email protected]).
3. Complete the CAPTCHA verification (type the characters shown on screen).
4. Click Next.
5. Choose one of your registered verification methods:
   • Text my mobile phone — Enter the code you receive via SMS.
   • Call my mobile phone — Answer the automated call and press # to verify.
   • Approve a request on my app — Approve the notification in the Microsoft Authenticator app. If that phone is lost or was replaced, follow How to Recover Microsoft Authenticator After Losing Your Phone to sign in with a backup method and register the new device.
   • Email my alternate email — Enter the code sent to your personal email address.
6. After verifying your identity, enter a New password and Confirm password.
7. Click Finish. Your password is now reset.
8. Sign in with your new password.

Verification: The page confirms "Your password has been reset." You can now sign in to Outlook on the Web at https://outlook.office.com with the new password.

2. Wait Out an Account Lockout

If you see "Your account has been locked" or "Too many failed attempts", your account is temporarily locked as a security measure. This is different from a forgotten password.

1. Stop trying to sign in. Each failed attempt extends the lockout timer.
2. Wait 15–30 minutes (the exact duration depends on your organization's policy). Most lockout policies automatically unlock after this period.
3. After waiting, go to the sign-in page and try again with the correct password.
4. If you are unsure of the correct password, do not guess — go directly to Method 1 (SSPR) to reset it. Guessing will re-trigger the lockout.
5. If the lockout does not clear after 30 minutes, your IT department may have set a longer lockout window or manual unlock requirement. Contact IT (see Method 6).

Verification: After waiting the lockout period, you can sign in successfully. If you reset your password via SSPR during the lockout, the reset itself also unlocks the account.

3. Reset an Expired Password

If your password has expired (you see "Your password has expired and must be changed"), the sign-in process will guide you through a mandatory change.

1. On the Microsoft 365 sign-in page, enter your email address and click Next.
2. Enter your current (expired) password. Even though it has expired, you still need to know it to change it.
3. Microsoft 365 will prompt you to create a new password.
4. Enter a New password and Confirm password that meets your organization's requirements (typically 8+ characters with uppercase, lowercase, numbers, and symbols).
5. Click Submit.
6. If you do not remember your expired password, you cannot use this flow. Go to Method 1 (SSPR) instead.

Verification: The password change completes and you are signed in automatically.

4. Sign In to a Domain-Joined Windows PC After a Password Reset

If you reset your Microsoft 365 password remotely (from your phone or another computer), your Windows PC still has the old password cached. This causes a sign-in mismatch.

1. If your PC is connected to the corporate network (on-site or via VPN):
   • On the Windows lock screen, enter your new password and press Enter.
   • Windows will contact the domain controller, verify the new password, and update the cached credentials.
2. If your PC is NOT connected to the corporate network (working from home without VPN):
   • On the Windows lock screen, try signing in with your old password first. If the old password is still cached locally, Windows may let you in.
   • Once signed in, connect to the corporate VPN.
   • Lock your computer (Windows + L) and sign in again with the new password. This forces Windows to validate against the server and update the cache.
3. If neither the old nor the new password works on the lock screen:
   • You need a network connection to the domain controller. Connect to VPN (if your PC allows VPN from the lock screen) or bring the PC to the office.
   • If you cannot connect to the network at all, contact IT — they may need to provide a temporary local account or reset your device remotely.

Verification: You can sign in to Windows with the new password. Outlook, Teams, and OneDrive start without credential prompts.

5. Clear Cached Credentials After a Password Reset

After resetting your password, Outlook, Teams, and OneDrive may keep asking for your old password in a loop. This happens because Windows stores old credentials that override the new password.

1. Press the Start key, type Credential Manager, and press Enter.
2. Click Windows Credentials.
3. Look for entries that contain:
   • MicrosoftOffice or MicrosoftOffice16
   • msteams
   • login.microsoftonline.com
   • *.microsoftonline.com
   • Your work email address
4. Click each matching entry and select Remove.
5. Close Credential Manager.
6. Restart your computer.
7. After restarting, open Outlook (or Teams). It will prompt you for your password. Enter the new password and check Remember my credentials.
8. Repeat for any other Microsoft 365 app that prompts for credentials.

Verification: After clearing cached credentials and restarting, each app prompts once for the new password and then stops asking.

6. Contact IT When Self-Service Does Not Work

If you never registered for SSPR, you need IT support. The same applies if your verification methods are outdated (old phone number, lost Authenticator), or if none of the above methods work. Provide the following information to get the fastest resolution.

1. Contact your IT helpdesk by the fastest channel available:
   • Phone — Call the helpdesk number (often posted on your company intranet, onboarding documents, or printed on your ID badge).
   • A colleague's computer — Use a coworker's PC to submit a ticket or access a self-service portal.
   • Personal email — Email the helpdesk from your personal address if no other option exists.
2. Provide IT with the following details:
   • Your full name and work email address.
   • What you see: The exact error message (e.g., "Your account has been locked," "Password is incorrect").
   • What you've tried: Mention you attempted SSPR and it did not work (and why — e.g., "old phone number on file").
   • Your urgency: If you have a deadline, client meeting, or are completely unable to work, say so. This helps IT prioritize.
3. IT will perform one of the following:
   • Reset your password manually and provide you with a temporary password.
   • Unlock your account if it was locked due to failed attempts.
   • Update your SSPR registration methods so you can self-serve in the future.
4. After IT resets your password, follow Method 4 (domain-joined PC sign-in) and Method 5 (clear cached credentials) to ensure all your devices accept the new password.

Verification: IT confirms your password has been reset or your account has been unlocked. You can sign in to Outlook on the Web to verify before updating your other devices.

7. Prevent Future Lockouts

Once you regain access, take these steps to avoid being locked out again.

1. Register for SSPR now — Go to https://aka.ms/setupsecurityinfo and register at least two recovery methods (Authenticator app + phone number is the recommended combination). Follow How to Set Up Self-Service Password Reset (SSPR) for the full walkthrough — once registered, your next reset needs no ticket.
2. Save your password in your browser — When prompted to save the password, click Save or Update. This prevents manual entry errors that cause lockouts.
3. Use a password manager — If your organization allows it, consider 1Password, Bitwarden, or your browser's built-in password manager to store complex passwords.
4. Watch for expiration warnings — Microsoft 365 and Windows will warn you 14 days before your password expires. Change it when warned to avoid a forced expiration lockout.
5. Set up Windows Hello — A PIN, fingerprint, or facial recognition login reduces your dependence on remembering the password for daily sign-ins.

Verification: Your Security Info page at https://aka.ms/setupsecurityinfo shows at least two registered recovery methods.

Troubleshooting

WARNING

Do not keep guessing your password if you are unsure. Every failed attempt brings you closer to an account lockout, which adds a 15–30 minute delay on top of the original problem. If your first two attempts fail, go directly to SSPR (Method 1) to reset the password instead of guessing.

Symptom / Error	Potential Cause	Solution
"Your account or password is incorrect"	Wrong password entered	Stop guessing. Use SSPR to reset the password (see Method 1).
"Your account has been locked"	Too many failed sign-in attempts	Wait 15–30 minutes, then try again or use SSPR (see Method 2).
"Self-service password reset is not enabled"	SSPR not enabled by IT	Contact your IT helpdesk for a manual password reset (see Method 6).
"We couldn't verify your identity"	SSPR methods outdated (old phone/email)	Contact IT to update your registered recovery methods, then try SSPR again.
Verification code never arrives	Old phone number on file	Try an alternate method (Authenticator app or email). If every method is out of date, ask IT to update the phone number and recovery email on your account so self-service works next time.
New password rejected	Does not meet policy requirements	Use at least 8 characters with uppercase, lowercase, a number, and a symbol. Avoid previous passwords.
Windows lock screen rejects new password	Cached credentials not updated	Connect to corporate network or VPN, then sign in with the new password (see Method 4).
Outlook keeps asking for password after reset	Old credentials cached in Windows	Clear entries in Credential Manager and restart (see Method 5).
"You've tried too many times. Try again later."	SSPR rate limiting	Wait 15–30 minutes for the rate limit to expire, then try the reset again.

Related Articles

• How to Set Up Self-Service Password Reset (SSPR)
• How to Change Your Microsoft 365 Password
• How to Transfer MFA to a New Phone
• How to Use the Microsoft Authenticator App
• How to Fix Outlook Keeps Asking for Password
• How to Fix Windows Sign-In Errors — PIN, Password, and Windows Hello Issues
• How to Create and Use Strong Passwords — A Practical Guide
• Understanding Microsoft 365 Account Security — What Protects You and Why

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