Scenario: Change and reset forgotten passwords

Depending on how a system administrator configured the system, when you forget a password, we can change it or have the system reset it. We must answer one or more forgotten password questions correctly. We must have previously specified your forgotten password information before completing these steps.

When you forget a password, we must answer the challenge questions correctly and change a password. The new password replaces the old password for your account. Depending on how the system is configured, we can either specify a new password or have the password automatically generated by the system. The generated password is sent to the e-mail address that is specified in your personal profile. Depending on how the system is configured, an email contains either the password or a link containing the password. If the system is configured to receive an email with a link to change the password, we must enter the shared secret to open that link to change the password.

If password synchronization is enabled and your account is an individual account, the password is changed for all of your individual accounts..

To change a password when you forgot it.

1. From the Identity Service Center Login page, type your user ID, and then click Forgot a password?

2. On the Forgot Your Password page, answer the forgotten password questions, and then click Submit.

   • If the questions are answered correctly, the system is configured to automatically generate a new password, and send the password to email address, then the Forgotten Password: Email Sent page opens. The new password is sent to you by email. We must use this password to log in.

   • If the questions are answered correctly, the system is configured to automatically generate a new password, and send a link containing the password, then the Forgotten Password: Email Sent page opens. A link containing the password is sent to you by email. We must specify the shared secret to open that link to change the password.

   • If the questions are answered correctly and the system is configured for you to specify a new password, we are prompted to change the password. We can view the affected accounts by the password change. Follow the steps provided to change the password, and click Submit.

   • If the forgotten password questions are not answered correctly, you receive an error message. We cannot access the system until you remember a password or answer the questions correctly. If we can do neither, contact the system administrator to reset a password.

3. Click Log In to return to login page.

The reset or change of the forgotten password is complete successfully.

Parent topic: Identity Service Center scenarios