Password Reset How-To

To all staff

These instructions are for authorized manager use only. If you are trying to reset your password or multi-factor device please use one of the options below to get help

To managers

Follow the steps below to request an immediate password reset, or reset multi-factor authentication (MFA) for a staff member you know.

Do not reset passwords for staff members you do not know personally.
Do not reset passwords for staff members you have not spoken to.

Beware email or text messages from new numbers - use existing information to contact the user.

If in doubt, ask for help - Contact your manager, the user's listed manager, or open a ticket with Ashton Solutions.

Reset a password

Submit the request

Screenshot of portal.ashtonhelps.com sign-in page

  • If you aren't signed into your Microsoft 365 account, you will be prompted to sign in. Sign in with your Microsoft 365 email account username, password, and multi-factor authentication.
  • On the main screen, click the option labeled "Reset Password"

Screenshot of Ashton Solutions portal main page with Reset Password menu option highlighted

  • Under Reset password for select the staff member who is requesting a password or MFA reset.

Hint: You can type a partial name in the field to help you find the right person.

  • Click or tap the user once you've found them to select them

If you see a Synchronized Users warning, tap or click here for more information

Some staff members also have a computer login tied to their name. In this case, you can't reset their password automatically, and you'll get a message like the one below. If you need to reset just their MFA you can do that instantly. To reset just the password, select No under Remove all MFA devices and submit the ticket. An Ashton Solutions engineer will follow up as soon as possible to help with the password.

  • Select if you want to reset the user's password, remove all of their MFA / reset their MFA registration, or both. The default selection is to reset both password and MFA.

  • Click Submit Reset. You'll see a new ticket confirmation like this:

Check your email

  • Within a few minutes you should see an email in your inbox that looks like this. Click where it says Secure Link to see the new temporary password:

Get the password

The link will open a new page, blank except for "Click Here to Proceed". Click or tap, then click or tap on the blurred text to view the temporary password.

 ▶️ ➡️   

Warning: You are responsible for ensuring this password is not given to the wrong person. If the staff member is not with you when you reset their account, be sure you are speaking to the right person before you provide any information.

User sign-in

Have the user go to outlook.office.com on a computer or mobile device. On the sign-in screen they should enter their username and click next. On the password screen, enter the temporary password and click Sign In

  • If MFA reset was selected, they'll be prompted to re-register for MFA
Click or tap to see MFA registration images

 

                 

 

  • Then the user will be prompted to select a new password. Enter the existing temporary password and have the user select a new password and enter it twice, then click Sign In

Hint: Passwords should use a combination of words and include a mix of upper-case, lower-case, numbers, and / or symbols. Using whole words or phrases is often easier to remember than random letters and numbers.

  • On success, the user will be logged into their Outlook mailbox.
  • If they are on someone else's computer or don't need to be logged in where they are, they can click their name in the upper right corner and select Sign Out

Confirmation

  • Once the staff member is signed in and able to work normally, the staff member or their manager may reply to the ticket confirmation email verifying everything is set.

If something is still not working right, please reply and let the Ashton support team know. Include any pertinent details and contact information and Ashton Solutions engineers will follow up when available to assist.