Password Self Service: How Do I Reset My Password?

Setting up Password Self Service

The first time you log into your Roehampton account, you will be asked to provide your security information. This information will then be used as your verification options* for Password Self Service.

Once you have supplied this information you will be registered for Password Self Service and you will be able to use this URL to change your password

https://passwordreset.microsoftonline.com/

We strongly recommend that you provide as many verification options as you can, at least more than one.

For example, in addition to setting up the Authenticator App, provide your mobile phone number, your personal email address, and set up the security questions.

If you have multiple verification options set up, you will have more options to get back into your account if you get locked out.

*Please note students are currently only required to set up verification options for password resets.

Using Password Self Service

If you reset your password, using password self service https://passwordreset.microsoftonline.com, please wait for at least twenty minutes before you try to use your new password – this is to ensure all our systems have fully synchronized. If you try to log in before the twenty minutes has elapsed, this may result in your account becoming locked out.

Password Criteria

Your password is case sensitive, and must conform to the minimum University password criteria:

Your password must be at least 8 characters long (to a maximum length of 127 characters)
It must contain:
Upper case letters: A through Z
Lower case letters: a through z
Numbers: 0 to 9
You cannot re-use any prior password.
You cannot use any part of your name or your username in your password.

I've forgotten my password

If you have forgotten your password, you can reset your password using Password Self Service

💻 https://passwordreset.microsoftonline.com/

I am locked out of my account

You can unlocked your account immediately using Password Self Service: 💻 https://passwordreset.microsoftonline.com/.

Choose I know my password, but still can't sign in.

'Locked' accounts are automatically unlocked by the system after approx.30 minutes - please note this time can vary.

My password is working but I'd like to change it

If you would like to change your existing password, please click here:

💻 https://account.activedirectory.windowsazure.com/changepassword.aspx

I Cannot Use Password Self Service

1. Students: My verification options don't work

If none of your verification options are working (e.g. your Authenticator App). You will need to ask to the IT Department to reset your password.

Contact a member of the ServiceDesk team by clicking the "? Need Help" icon at the bottom right hand corner of the ServiceDesk homepage: https://servicedesk.roehampton.ac.uk/support/home
If an Agent is not available you will be able to log a ServiceDesk ticket via the ChatBot (please use your personal email address if you are locked out of your Roehampton account)

Once you have a working password:

Log into your NEST homepage
Click on your initials in the top right hand corner of the page
Select View account
Then UPDATE INFO on the Security info box
You will then be able to update your verification options. Please set up as many Sign In methods as you can.

2. Staff: My verification options don't work

If you are a member of staff and signed up for MFA (Multi-Factor Authentication) and your verification options do not work we will need you to raise a ServiceDesk ticket

:https://servicedesk.roehampton.ac.uk/support/tickets/new

Please include

Your full name
Confirmation from your Line Manager of your identity
Your telephone number (if you have changed your number, please tell us both old and new numbers)

3. There's an error message

In order to use Password Self Service you need to have successfully logged in to your account at least once and entered your security information.

By doing this you are automatically registering for Password Self Service. .

Troubleshooting Advice

Problems with new passwords

💻 https://servicedesk.roehampton.ac.uk/support/solutions/articles/50000108343

CyberSecurity Advice

You should never disclose your password to anyone.

https://servicedesk.roehampton.ac.uk/support/solutions/articles/50000004588

Read more about Password Self Service

💻 https://docs.microsoft.com/en-us/azure/active-directory/user-help/active-directory-passwords-update-your-own-password

Contact Us

Visit the Service Desk home page: https://servicedesk.roehampton.ac.uk/support/home. If you have a problem, submit a ticket by clicking "Report an issue"

Alternatively, you can live chat with a member of the ServiceDesk Team by clicking the "? Need Help" icon at the bottom right-hand corner of the screen:

Please note you do not have to log in to use the live chat service