This article contains frequently asked questions relating to Self Service Password Reset (SSPR).
Do I have to register with SSPR?
Yes, in order to manage your account recovery, you will be required to register. Once registered, you will be able to reset your password if you have forgotten it and unlock your account without having to visit the IT Service Desk.
How many authentication verification methods do I have to register?
A minimum of 2 verification methods are required. However, we recommend you register using all 3 methods to give you more flexibility, for example if you lose your mobile device.
Why do I need to use an alternate email address?
The alternative email address is a separate non-University email address that only you have access to. You may wish to create a new personal email account for use with SSPR only. Recovery codes can be sent to that account to allow you to reset your password or unlock your account. Since you only require 2 verification methods to use SSPR, you can just use a mobile phone and security questions if you do not want to use an alternative email address.
Why do I need to use a mobile phone?
If you have a mobile phone that is accessible only to you, then recovery codes can be sent to your mobile phone to allow you to reset your password or unlock your account. Since you only require 2 verification methods to use SSPR, you can use an alternative email address and security questions if you do not want to use a mobile phone.
Is my security information protected?
Yes. If you enter a mobile phone number or email address, it's not visible in the global directory. The only people who can see this data are you and the University global administrators. Only you can see the answers to your security questions. Registration data stored will not be used for any other purpose except SSPR.
I have forgotten my password and I'm not registered with Self Service Password Reset (SSPR), what do I do?
Unfortunately you will not be able to use Self Service Password Reset (SSPR). You will need to contact the IT Service Desk to have your password reset. Once reset, please register with SSPR to avoid this situation in the future.
Can I re-register my security information for use with SSPR?
Yes, you may re-register your security details at any time by visiting https://aka.ms/ssprsetup or follow the instructions to register in How to register with Self Service Password Reset (SSPR). You may want to do this if you change your phone number for example.
I have registered with SSPR and I've forgotten my password, where do I go to reset my password?
You can reset your forgotten password by visiting https://aka.ms/sspr or follow the instructions in How to use Self Service Password Reset to recover your University account.
I have registered with SSPR and my account is locked, where do I go to unlock my account?
If your account is locked, you can unlock it by visiting https://aka.ms/sspr.
How long should I wait to receive an email, SMS, or phone call from SSPR?
Emails, SMS messages, and phone calls should arrive in under a minute. It normally takes between 5 and 20 seconds. If you don't receive the notification after 1 minute:
How long are the email and SMS one-time passcodes valid for?
From beginning the process, you have 15 minutes to reset your password or unlock your account. The email and SMS one-time passcode are invalid after this time period expires.
What languages are supported by SSPR?
The password reset web page, SMS messages, and voice calls are localised in the same languages that are supported in Office 365.
Can I use the Self-Service Password Reset (SSPR) page from a mobile device?
Yes, all pages related to SSPR work on most modern mobile devices with a browser.
How long can the answers to security questions be?
Answers to security questions can be 3 to 40 characters long.
Can I use the same answer more than once when setting up security questions?
No, duplicate answers to security questions are rejected.
Do I have to answer the security questions truthfully?
No, as long as you can remember the answer, you may answer as you wish.
Can I register the same security question more than once?
No, after you register a particular security question, you won't be able to register for that question a second time.
Official Microsoft Trouble Shooting Tips
https://docs.microsoft.com/en-us/azure/active-directory/user-help/user-help-password-reset-overview