When you try to reset your password for a Microsoft cloud service such as Office 365, Microsoft Azure, or Microsoft 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.
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.
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.
Make sure that the user name that's entered during the self-service password reset process is correct.
Make sure that the user account is an admin.
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 firstname.lastname@example.org to your list of safe senders.
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.
Make sure that you're following the steps in the following help topic correctly:
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.
Microsoft Azure cloud services, Microsoft Azure Active Directory, Microsoft Office 365, Microsoft Intune, CRM Online via Office 365 E Plans, Microsoft Azure Recovery Services, Office 365 Identity Management