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User guide: Resetting your password

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User guide: Resetting your password

Your experience might differ, but the self-service process is a typical process that you might follow to reset your password.

Example experience of the self-service process

Your experience might differ, but here :

  1. On the login page, you click the Forgot Password? link to start the process.
    Login page
  2. The Identify page opens and you enter your identifying information (typically username or email address). The example includes the default Google reCAPTCHA security feature:
    Identify page
  3. On the Verify page, you verify your identity by providing information that proves that you are who you say you are. The admin configured the method of verification and can require multiple verifications. In the example, the admin has configured the Security Question verification. You must answer a question to prove your identity. (Earlier, while enrolling for the password reset process, you selected the question and provided a secure private answer.) Other possible verifications require you to enter a code number that was sent to a mobile device by SMS text, through the Google Authenticator app, or by email.
    Verify page
  4. The system checks the credential store to verify your identity and then displays, on the Reset page, the new password.
    Reset page

Enroll in the Password Reset program

Some organizations auto-enroll users in a Password Reset program. Your organization could offer end users the option to enroll for one or more methods of verifying identity when resetting the password. End users can enroll for most Password Reset programs on a mobile device.

End users might enroll for any combination of the following methods:

Verify your identity using security questions (QA verification)
  • To enroll, you choose multiple questions that only you can answer (like the name of your first pet) and then supply answers. The system stores your answers securely.
  • Later, when you want to reset your password, the system presents one or more of the questions. You answer the questions to verify your identity. See
Verify your identity using an SMS code (SMS verification)
  • To enroll, you authorize a device like a cellular phone for SMS verification.
  • Later, when you want to reset your password, you get a code number on the device and enter the code on the web page to verify your identity.
Verify your identity using an Emailed code
  • To enroll, you authorize one or more email addresses.
  • Later, when you want to reset your password, the system sends a code number to the email address. You then enter the code on the web page to verify your identity.
Verify your identity using the Google Authenticator app
  • You enroll on a computer that you normally use to access the instance (you use Google Authenticator to reset your password, but cannot use Google Authenticator to enroll for Password Reset Windows Application.). After you have enrolled, you load the Google Authenticator app on one or more devices and then authorize the devices for Google Authenticator verification.
  • Later, when you want to reset your password, read the Google Authenticator code on your device and then enter the code on the web page to verify your identity.
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