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.

How do I reset my own MFA credentials?

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 your phone, and scan the new QR code to finish setup.

How can I reset my password?

1. Go to https://passwordreset.microsoftonline.com and follow the prompts.
2. If you have a privileged (-p or -a) account, remember it has its own separate password — reset the account you're actually blocked on, which may not be your everyday one.

Note: if you changed your password within the last 72 hours, the password-age policy will block another reset until that window expires. This often looks like the reset tool being broken when it isn't.

If you're locked out entirely and can't complete the reset yourself, tell the MCi IT Assistant — it will raise a ticket for you.

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