Password recovery

You reset a forgotten password with a link sent to the email address on your account.

Who it is for: anyone who signs in with an email address and password.

Availability: every instance, from the sign-in page. You do not need to be signed in.

Reset your password

  1. On the sign-in page, select Forgot your password?
  2. Enter the Email address of your account and select Send reset link.
  3. The page shows Check your email. Open the email you receive and follow its link.
  4. On Reset your password, enter a New password and enter it again in Confirm new password.
  5. Select Reset password. The page shows Password updated.
  6. Select Back to sign in and sign in with your new password.

After the reset, you receive an email that confirms your password changed. If you did not make the change, reset your password again at once and contact your administrator.

How the reset protects your account

  • No account hints. You see the same Check your email page whether or not the address belongs to an account.
  • The link expires. A reset link works for a limited time and only once. If a link has expired or was already used, the reset is refused. Request a new link from Forgot your password?
  • Two-factor authentication stays on. A password reset does not turn off two-factor authentication. After the reset, you still sign in with your new password and a code from your authenticator app. If you lost your authenticator, use one of your recovery codes. See Multi-factor authentication.
  • Lockout still applies. If your account is locked after repeated failed attempts, wait a few minutes before you sign in with the new password.

Accounts created with an external provider

If you created your account with an external sign-in provider, such as Google or Microsoft, the account may have no password to reset. Sign in with that provider instead. You can add a password from your account settings once you are signed in. See Account holders.

If you do not receive the email

  • Check your spam or junk folder.
  • Make sure you entered the email address you sign in with.
  • If your organization runs its own instance, ask your instance administrator to confirm that outgoing email is set up.