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How to Reset Your Password

Reset your own password anytime, anywhere - even if you've forgotten it. 

The self-service password feature allows you to use any internet-enabled browser to easily reset your Azure AD password used to log into your Commonwealth-issued PC, Microsoft O365 applications, Commonwealth VPN, Adobe applications, and any other applications integrated with Azure AD.

Note on Idaptive:

If you are still using Idaptive for MFA, please follow the instructions for How to Reset Your Idaptive Password

Table of Contents

Before you begin

Before you begin, please read important information below.

  • Depending on how you access Azure AD integrated applications and services, there are up to three (3) “Actions” you will have to complete when you reset your password (described throughout this document).
  • After resetting your password, you will not receive any new Outlook emails or Teams messages on your mobile device or PC until you have logged in with your new password (see Actions 2 & 3, below).
  • If you are accessing the Azure AD Portal from a Commonwealth-issued device (your own or a colleague’s device), Azure AD may automatically sign you or your colleague in using stored credentials. If this happens, you will need to sign out from the account so you can click ‘forgot password’.  
  • It make take up to 5 minutes for your password reset to take effect.  If you try to log in with your new password and it is rejected, please wait a few minutes and try again.
  • There is a limit of nine (9) verification codes you can be sent.  If you receive the below error message, please wait a few minutes and try again.
image of Azure AD password reset error

Action 1: Reset your Azure AD for MFA password

Step 1

From your internet browser, go to: https://myaccount.microsoft.com/ 

Step 2

Click on your account. 

image of Azure AD password reset step 2a screen

If your account is not shown, clickUse another account”.  Enter your username and clickNext”.

image of Azure AD password reset step 2b screen
Step 3

Click “Forgot my password”.

image of Azure AD password reset step 3 screen
Step 4

Enter your username (if it is not already populated) and enter the characters/words from the captcha screen.  Click “Next”.

image of Azure AD password reset step 4 screen
Step 5

Select a contact method and enter your contact phone number.  Click “Text” or “Call” (depending on your chosen contact method).

image of Azure AD password reset step 5 screen
Step 6

Enter the verification code you were sent and click “Next”.

image of Azure AD password reset step 6 screen
Step 7

Enter and confirm your new password and click “Finish”.

image of Azure AD password reset step 7 screen
Step 8

You will receive both an on-screen and email confirmation once your password has been reset (see below).  Almost there…

image of Azure AD password reset step 8 confirmations
image of Azure AD password reset step 8 confirmations email
Step 9

Click “click here”, then follow the prompts to sign in with your new password.

IMPORTANT: It make take up to 5 minutes for your password reset to take effect.  If you try to log in with your new password and it is rejected, please wait a few minutes and try again.

image of Azure AD password reset step 9 screen

Action 2: Log back into your PC and applications

Once you reset your password, you will automatically be prompted on your PC to log into Azure AD for MFA. 

Step 1

The below screen will “pop up” with your username prepopulated.  Enter your new password and click “Sign in”.

image of Azure AD password reset Action 2 step 1 screen
Step 2

Enter the code you were sent and click “Verify”.

image of Azure AD password reset Action 2 step 2 screen
Step 3

This Step applies only if you are working off the network/remote.  If you are on the Commonwealth network (at your work location), you may not receive the below prompt.

If the below screen “pops up”, enter your new password and click “OK”.

image of Azure AD password reset Action 2 step 3 screen
Step 4

If any of your Microsoft O365 applications show an exclamation mark within a yellow triangle/will not sync, you will have to log back into that application. 

image of Azure AD password reset Action 2 step 4 screen

Click the error message or, if available, the link “Click here to sign in”.

Azure AD will automatically sign you back into the app with your username and new password – you do not have to enter your credentials again!

Action 3: Log back into your mobile applications

IMPORTANT: If you use any Azure AD integrated mobile applications on your mobile device (phone/tablet), you will also be prompted to log in with your new password on your mobile device the next time you open the application.  This means that you will not receive new Outlook emails or Teams messages on your mobile device until you have logged in with your new password.

Step 1:

Open a Microsoft O365 mobile application from your smartphone or tablet.

Step 2

An authenticator screen will open.  Enter your new password and click “Sign in”.

image of Azure AD password reset Action 3 step 1 screen
Step 3

Enter the code you were sent and click “Verify”.

image of Azure AD password reset Action 3 step 2 screen

Contact

Phone

EOTSS End User Service Desk (844) 435-7629

24x7x365 support for Commonwealth end users

CommonHelp IT Service Desk (866) 888-2808

for agency/Secretariat IT help desks and support personnel

Online

EOTSS End User Service Desk Log in to ServiceNow 
CommonHelp IT Service Desk commonhelp.desk@mass.gov
Date published: July 25, 2018
Last updated: June 29, 2021
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