Can't Sign In? How to Change Your Campus Password or Unlock Your Account

Use these steps to change your password or unlock your account using Microsoft’s self-service portal. Use SSPR if you forgot your password, need to change an expired/expiring password, or are locked out after too many failed sign-in attempts. Do not use SSPR if you have no verification methods set up (phone/email/app) or can’t complete verification prompts. In these cases, contact the ITS Service Desk at Warner 023 or (518)-255-5800.

 

START HERE

 

OPTION A — CHANGE YOUR PASSWORD (I FORGOT IT OR IT EXPIRED)

  • On the “Why can’t you sign in?” screen, select I forgot my password.

  • Choose a verification method (text/voice, email, or Authenticator).

  • Enter the code or approve the notification to verify your identity.

    • If prompted for two methods, complete both.

  • Create a new password that meets policy, then choose Finish.

  • Wait up to 1–2 minutes, then sign in to campus services with your new password.

  • Update saved passwords on all devices (phone, laptop, tablet) to avoid lockouts.

 

OPTION B — UNLOCK YOUR ACCOUNT (I KNOW MY PASSWORD BUT I’M LOCKED OUT)

  • On the “Why can’t you sign in?” screen, select I know my password, but still can’t sign in (Unlock account).

  • Choose a verification method and complete the prompt (code or app).

  • After the unlock confirmation, try signing in again.

  • If you still can’t sign in, return to SSPR and complete I forgot my password to set a new one.

 

IF YOU CAN'T COMPLETE VERIFICATION

  • Try a different method shown on the screen (e.g., Use a different verification option).

  • If none work (new phone/number, lost device), contact the ITS Service Desk at Warner 023 or 518-255-5800 for identity verification and help re-enrolling your methods.

 

Tips for Creating Strong Passwords and Pass phrases

A Strong Password A Strong Pass Phrase
  • Is at least twelve characters long
  • Does not contain your user name, real name, or company name
  • Does not contain a complete word
  • Is significantly different from previous passwords
  • Is 20 to 30 characters long
  • Is a series of words that create a phrase
  • Does not contain common phrases found in literature or music
  • Does not contain words found in the dictionary
  • Does not contain your user name, real name, or company name
  • Is significantly different from previous passwords or pass phrases
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