How to Reset a User's Password

Body

How To Reset a User's Password
 
Description 
This KB gives instructions on how to assist a user resetting their password with Microsoft's "Forgot Password" process. 
  
Criteria 
The following bullet points are the necessary criteria for this KB. 
  • Tech has access to SPAIDEN
  • Tech has access to EntraID with an Admin account
  • User has access to a recovery email  
Estimated Time to Complete 
This task should take about 5-10 Minutes - If all goes according to plan (encountering no problems). Do not feel pressured to complete the task in this amount of time. 
  
Resolution 
To assist with a password recovery, please follow the steps below. 
  1. Verify student identity and recovery email in Banner.
    2.  Request the users S number to search in the ID field
    3.  Verify Identity by using 3 of the following questions
      1. What is your birth date? (SPAIDEN - Biographic tab)
      2. Who is listed as your Emergency Contact? (SPAIDEN - Emergency Contact tab)
      3. Do you have a previous address? (SPAIDEN - Address tab)
      4. What is your middle name or initial (SPAIDEN - Current Identification tab)
      5. What is your current email address? (SPAIDEN - Email tab)
      6. What is your Driver's License number? (SPAIDEN - Additional Identification tab)
      7. Have you changed your name? (If Yes - what are any previous names?) (SPAIDEN - Alternative Identification tab)
    4.  If successful in verification, select E-mail tab and have user confirm the HOME email address(must be different than SLCC address)
  2.  Assist user through Microsoft Azure Password reset
      1. If you do not have an account and need assistance, post in the Q&A for assistance
    2. Search for and select the user from the list of all users
    3. Select Properties
    4. Under Contact Information, click "view" on other emails
    5. Confirm this email matches the Home address in Banner
    6. Have user navigate to my.slcc.edu and select login
    7. Have user enter in their slcc.edu email
    8. Have user click on "Forgot my password"
    9. Guide user through captcha and selecting an authentication method
    10. Guide user on password requirements
      1. 15 or more characters
      2. At least one upper case letter
      3. At least one lower case letter
      4. At least one number
      5. At least one special character
      6. Cannot contain their name or easily guessed words
  
  
***** You have successfully assisted a user in resetting their password! *****  

Details

Details

Article ID: 1250
Created
Sat 7/26/25 12:30 PM