Password Reset and Account Recovery

Password Reset Guide

Quick steps to reset your password and regain access to your account.

Self-Service Password Reset

1. Go to portal.company.com
2. Click "Forgot Password?"
3. Enter your employee email address
4. Choose verification method:
   • Text message to registered phone
   • Email to backup address
   • Security questions
5. Enter verification code
6. Create new password
7. Log in with new credentials

Password Requirements

Your password must include:

• Minimum 12 characters
• At least one uppercase letter
• At least one lowercase letter
• At least one number
• At least one special character (@#$%&*)
• Cannot be same as last 5 passwords
• Cannot contain your name or username

Password Best Practices

• Use a passphrase (e.g., "Coffee!Morning@2025")
• Don't write passwords down
• Use unique password for work account
• Enable multi-factor authentication
• Never share your password
• Change immediately if compromised

Account Lockout

Too many failed login attempts?

• Account locks after 5 failed attempts
• Automatically unlocks after 30 minutes
• Or contact IT Service Desk immediately
• Have employee ID ready

Multi-Factor Authentication (MFA)

Adding extra security:

1. Download Microsoft Authenticator app
2. Log in to portal
3. Go to Security Settings → MFA Setup
4. Scan QR code with app
5. Enter verification code
6. Save backup codes

Future logins require:

• Password + authenticator code
• Or password + text message code
• Or password + backup code

Expired Password

Passwords expire every 90 days:

• You'll receive email reminders (14, 7, 3 days before)
• Change before expiration to avoid lockout
• At login, follow prompts to change
• Cannot reuse recent passwords

Can't Access Email or Phone?

If verification methods unavailable:

1. Contact IT Service Desk: ext. 4357 (HELP)
2. Provide employee ID and manager name
3. Verify identity with security questions
4. Manager approval may be required
5. Temporary password issued
6. Update contact info immediately

Initial Setup

First-time login for new employees:

1. Temporary password provided by IT
2. Must change at first login
3. Set up security questions
4. Register phone for MFA
5. Add backup email address

Updating Contact Information

Keep your info current:

1. Log in to employee portal
2. Go to My Profile → Contact Info
3. Update phone and backup email
4. Verify changes with code
5. Save changes

Security Questions

Set up recovery questions:

• Choose 3 questions
• Provide answers only you know
• Don't use easily guessed answers
• Update if circumstances change
• Needed for identity verification

Compromised Account

If you suspect unauthorized access:

1. Change password immediately
2. Contact IT Security: ext. 4911
3. Review recent account activity
4. Check for unauthorized changes
5. Enable MFA if not already active
6. Complete incident report

Password Manager

Company-approved tools:

• LastPass Enterprise - Available to all
• Securely store passwords
• Generate strong passwords
• Auto-fill credentials
• Request access from IT

Common Issues

"Password doesn't meet requirements"

• Check all criteria carefully
• Cannot contain dictionary words
• Cannot be too similar to old password

"Account is disabled"

• Contact IT Service Desk
• May occur after extended leave
• Manager approval needed to reactivate

"Invalid verification code"

• Check time sync on device
• Request new code
• Ensure using latest code received

IT Service Desk Contact

Need help?

• Phone: ext. 4357 (HELP)
• Email: [e-mail]
• Portal: Submit ticket online
• Hours: 24/7 support available
• Chat: Available 7 AM - 7 PM