Account & MFA Support: Password Reset, Lockout, Clearing Credentials

Quick answers for common account and authentication questions. For a new phone / migrating the Authenticator app, see Migrate or Reset the Microsoft Authenticator App.

How do I reset my MFA credentials (first-time setup)?

1. Log in with your username and password. A QR code screen appears.
2. Install an authenticator app on your phone (Microsoft Authenticator, Google Authenticator, Duo Mobile, or Twilio Authy). A browser-based authenticator (Chrome/Edge) also works if you don't want to use a phone.
3. Open the app, choose "Add account" / "Sign in," and scan the QR code on the sign-in page.
4. Copy the 6-digit code into the authentication field before it expires and sign in.

I want to clear the MFA credentials for a user

1. Go to https://www.office.com/?auth=2 > profile > "View account" > "Security info."
2. Delete the old authentication method.
3. Click "Add sign in method" > "Authenticator app," install Authenticator on the user's phone, and scan the new QR code to finish setup.

How can I reset my password? Standard self-service password reset via the Microsoft sign-in page; if locked out entirely, contact IT support to reset from the admin side.

Source: MCi IT agent questions and answers.docx (validated test transcript of the prior MCi AI IT Agent).