Password Reset Procedures

Prerequisites for Self-Service Reset

To use the self-service portal, you must have previously registered:

• A personal mobile phone number
• An alternate email address (non-company email)
• Security questions and answers

If you have not completed registration, you will need to contact IT support for password assistance.

Accessing the Self-Service Portal

1. Navigate to password.company.com from any device
2. Click on "Forgot Password" or "Reset Password"
3. Enter your company username or email address
4. Click "Continue"

Verification Methods

You will be prompted to verify your identity using one of the following methods:

Verification Method	Description	Delivery Time
SMS Text Message	6-digit code sent to registered mobile phone	Immediate (1-2 minutes)
Email Verification	Link sent to alternate email address	Immediate (1-2 minutes)
Security Questions	Answer 3 of 5 pre-configured questions	Immediate
Authenticator App	Time-based code from Microsoft Authenticator	Immediate

Completing the Password Reset

1. Select your preferred verification method
2. Enter the verification code or click the email link
3. Create a new password that meets requirements (see Password Requirements section)
4. Confirm the new password by entering it again
5. Click "Submit" or "Reset Password"
6. Wait for confirmation that your password has been changed

Your new password will be active immediately and will work across all company systems within 5 minutes due to synchronization.

Complexity Requirements

• Minimum length: 12 characters
• At least one uppercase letter (A-Z)
• At least one lowercase letter (a-z)
• At least one number (0-9)
• At least one special character (!@#$%^&*)
• Cannot contain your username or parts of your full name
• Cannot be a common password or dictionary word

Password History

• Cannot reuse any of your last 10 passwords
• Must be different from your current password
• System tracks password history to prevent recycling

Password Expiration

• Passwords expire every 90 days
• You will receive email reminders 14, 7, and 1 day before expiration
• You can change your password proactively at any time
• After expiration, you must reset before accessing any systems

Windows Active Directory / Network Password

This is your primary company password used for:

• Logging into Windows computers
• Accessing file shares and network resources
• Email (Outlook/Gmail)
• Most internal applications

Reset Method: Use the self-service portal or contact IT support. This password synchronizes with most company systems automatically.

VPN Password

VPN uses the same credentials as your network password. If you reset your network password, your VPN password updates automatically. Allow 5-10 minutes for synchronization before connecting to VPN.

Email Password (Office 365/Google Workspace)

Email passwords are synchronized with your network password. Resetting your network password will update your email access. If you experience issues after a password reset:

1. Close all email applications completely
2. Wait 5 minutes for synchronization
3. Reopen email application and enter new password when prompted
4. Remove and re-add your email account on mobile devices if needed

WiFi Password

Corporate WiFi uses your network credentials. After changing your network password:

1. Forget the corporate WiFi network on your device
2. Reconnect to the network
3. Enter your username and new password when prompted
4. Save credentials for automatic reconnection

Application-Specific Passwords

Some applications may have separate passwords not linked to your network password. These include:

• Third-party SaaS applications
• Customer relationship management systems
• Specialized industry software

For these applications, use the "Forgot Password" link within the application or contact IT if the application is company-managed.

When to Contact IT Support

• You have not registered for self-service password reset
• Your registered contact methods are not accessible
• You are locked out of your account
• The self-service portal is not working
• You need to reset passwords for service accounts
• You are experiencing synchronization issues after a reset

Verification Process for IT-Assisted Resets

For security purposes, IT will verify your identity before resetting your password. Be prepared to provide:

• Full name and employee ID
• Department and manager name
• Last 4 digits of SSN (if calling) or employee badge (if in person)
• Answers to verification questions

Remote Password Reset

For remote employees, IT can perform password resets via:

1. Phone verification (call IT service desk directly)
2. Video verification (Teams/Zoom meeting with IT agent showing employee badge)
3. Manager confirmation (IT contacts your manager for identity verification)

In-Person Password Reset

Visit the IT service desk during business hours with your employee badge for immediate password reset assistance.

Causes of Account Lockout

Your account will be locked after:

• 5 consecutive failed login attempts within 30 minutes
• Multiple simultaneous login attempts from different locations
• Suspicious activity detected by security systems

Lockout Duration

Accounts automatically unlock after 30 minutes. However, for faster resolution:

1. Use the self-service portal to reset your password (this unlocks immediately)
2. Contact IT support to manually unlock your account

Preventing Account Lockouts

• Update saved passwords in applications after changing your password
• Remove old email accounts from mobile devices
• Disconnect VPN before changing passwords
• Check for applications running in the background with saved credentials

Self-Service MFA Reset

1. Navigate to mfa.company.com
2. Sign in with your current credentials
3. Click "Security Info" or "Authentication Methods"
4. Add, remove, or modify authentication methods
5. Verify changes with a test authentication

MFA Troubleshooting

Common MFA issues and solutions:

Issue	Solution
Lost phone with Authenticator app	Contact IT immediately for MFA reset using alternate verification
Authenticator codes not working	Check device time settings; remove and re-add account in app
Not receiving SMS codes	Verify phone number is correct; check for carrier issues; use alternate method
New phone setup	Transfer Authenticator app or reconfigure with new device

Creating Strong Passwords

• Use passphrases: combine random words (e.g., "Coffee!Tree$Mountain9Sky")
• Avoid personal information (birthdays, names, addresses)
• Make each account password unique
• Consider using a password manager approved by IT
• Never share passwords with anyone, including IT staff

Password Storage

• Never write passwords on sticky notes or paper
• Never store passwords in plain text files
• Never email passwords to yourself or others
• Do use approved password managers (LastPass, 1Password, Bitwarden)
• Do enable biometric authentication where available

Recognizing Password Phishing

Be alert for phishing attempts requesting your password:

• IT will never ask for your password via email, phone, or chat
• Verify password reset emails come from official company domains
• Check URLs carefully before entering credentials (look for https and correct domain)
• Be suspicious of urgent password reset requests
• When in doubt, navigate directly to the portal rather than clicking email links

Password Not Synchronizing

If your new password isn't working on all systems:

1. Wait 10 minutes for full synchronization
2. Restart your computer
3. Log out and back in to applications
4. Clear cached credentials in Credential Manager (Windows) or Keychain (Mac)
5. Contact IT if issues persist after 30 minutes

Cannot Access Self-Service Portal

If you cannot reach the password reset portal:

• Try from a different network (mobile hotspot, home internet)
• Clear browser cache and cookies
• Try a different web browser
• Check company status page for known outages
• Contact IT service desk directly

Error Messages During Reset

Error Message	Meaning	Solution
"Password does not meet complexity requirements"	New password is too simple	Review requirements and create stronger password
"Password recently used"	Password matches one in history	Create a completely new password
"Account is locked"	Too many failed attempts	Wait 30 minutes or contact IT
"Verification failed"	Incorrect verification code/answer	Request new code or try different method