You don't get an email message or text message when you reset your admin password for Office 365, Azure, or Windows Intune

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Article ID: 2646858 - View products that this article applies to.
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PROBLEM

When you try to reset your password for a Microsoft cloud service such as Office 365, Microsoft Azure, or Windows Intune by using the self-service password reset for administrators feature, you experience one of the following symptoms:
  • You don't get an email message to let you know that you can move forward with the self-service password reset.
  • You don't get a text message to let you know that you can move forward with the self-service password reset.

CAUSE

You may not get an email message if one or more of the following conditions are true:
  • You aren't an admin.
  • You haven't specified a valid alternate email address.
  • You haven't specified a mobile phone number.
  • The self-service password reset feature is disabled.

You may not get a text message if one or more of the following conditions are true:

  • Your wireless carrier doesn't support text messages from the United States.
  • Your mobile phone number doesn't include the country code.
  • You're using a Japan mobile phone number and entered a leading "0".
  • You didn't click the "Reset your password now" link in the "Reset your Microsoft Online Services password" email message that you got.
  • You're using a non-wireless carrier SMS service provider such as Google Voice or TextPlus.

SOLUTION

For immediate assistance to have your password reset, use one of the following methods, as appropriate for your situation:
  • If you aren't an admin, contact your company's admin. Your company's admin can reset your password and give you a new temporary password.
  • If you're an admin, and you forgot your password, ask another admin in your company to reset your password.
  • If you're the only admin in your company, contact Support.
To resolve this issue in the future, follow these steps:

Note You must be using a supported wireless carrier and the device must be SMS-enabled and must be able to receive text messages in order for you to receive text messages from the cloud service. Non-wireless carriers that provide SMS services aren't supported and may not receive text messages from the cloud service.
  1. Make sure that the user name that's entered during the self-service password reset process is correct.
  2. Make sure that the user account is an admin.
  3. Make sure that a valid alternate email address is set for the admin. Also, make sure that the admin can access the mailbox and is receiving mail in that mailbox. Additionally, do the following:
    • Make sure that the email message isn't sent to the Junk folder.
    • Add msonlineservicesteam@microsoftonline.com to your list of safe senders.
  4. Make sure that a valid mobile phone number with country code is set for the admin and that the mobile phone can receive text messages.
  5. Make sure that you're following the steps in the following help topic correctly:
    Reset your administrator password
  6. Make sure that the self-service password reset feature is enabled for your company. To do this, follow these steps:
    1. Connect to Azure Active Directory (Azure AD) by using Windows PowerShell. For more info, go to the following Microsoft website:
      Connect to Azure AD Using Windows PowerShell
    2. Run the following Windows PowerShell command:
      Get-MsolCompanyInformation | fl SelfServePasswordResetEnabled
      For example, run this command:
      PS C:\windows\system32> Get-MsolCompanyInformation | fl SelfServePasswordResetEnabled
      You receive the following output after you run the command:
      SelfServePasswordResetEnabled: <True or False>
      • If SelfServePasswordResetEnabled is True, the feature is enabled.
      • If SelfServePasswordResetEnabled is False, the feature is disabled.

      If the feature is disabled, enable the feature. To do this, click the Fix it button or link. Then click Run in the File Download dialog box, and follow the steps in the Fix it wizard.

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    assets fixit1
    Fix this problem
    Microsoft Fix it 50940
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    assets fixit2


    Notes
    • This wizard may be in English only. However, the automatic fix also works for other language versions of Windows.
    • If you aren't on the computer that has the problem, save the Fix it solution to a flash drive or a CD, and then run it on the computer that has the problem.

    Then, go to the "Did this fix the problem?" section.

    Did this fix the problem?
    • Check whether the problem is fixed.
      • If the problem is fixed, you're finished with these steps.
      • If the problem isn't fixed, go to the Office 365 Community website, the Azure Active Directory Forums website, or contact support.
    • We would appreciate your feedback. To provide feedback or to report any issues with this solution, please leave a comment on the "Fix it for me" blog or send us an email message.

MORE INFORMATION

For more information about how to use the Azure Active Directory Module for Windows PowerShell, go to the following Microsoft website:The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.
Still need help? Go to the Office 365 Community website or the Azure Active Directory Forums website.

Properties

Article ID: 2646858 - Last Review: July 9, 2014 - Revision: 21.0
Applies to
  • Microsoft Azure
  • Microsoft Office 365
  • Windows Intune
  • CRM Online via Office 365 E Plans
  • Microsoft Azure Recovery Services
  • Office 365 Identity Management
Keywords: 
o365 o365e o365a o365p kbfixme kbmsifixme o365m o365022013 kb3rdparty KB2646858

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