Resetting a password for a user

You will need to reset a password for users who have forgotten their password. You must authenticate a user before you reset their password to ensure the security of the account is not being compromised. Refer to Authenticating a User for more information. If the account has been locked, this action will automatically unlock the user’s account. You will need to follow local organisation policy to communicate the user’s new password

Select user managementClick Admin in the navigation bar at the top of the screen and select User Management from the drop down menu

Use the search box to find the account you wish to reset the password for

Refer to the Searching for an Entry section for more information

Click reset passwordClick on the user’s Display Name to open the User Details Page

From the User Details page, click Reset Password in the Actions box


Click generate password and tick the boxFrom the Reset Password screen, click Generate Password

A random password will be generated

Select the Require Password Change At Next Logon checkbox


This step is good practice and should be selected for all users

The user will have to change the temporary password to a new one when they next log in

Click Update

success notificationThe message will be displayed as in the screenshot


You should provide the user with their temporary password by following your local organisation policy for distributing passwords
Additional Information:
  • If the user doesn’t know how to reset their password using the Portal, we recommend that you direct them to the Changing Your Password section of the Portal User Guide where they will find the information they need.
  • Users should wait for 2-3 minutes before signing in after a password reset as it may take 2-3 minutes to synchronise between On-Premise and Exchange Online.
Last Reviewed Date 07/07/2023
Updated on 07/07/2023

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