If you can't sign in, work through these in order — most people are back in within a couple of minutes.

1. Self-service password reset

Go to https://passwordreset.microsoftonline.com. Enter your work email; Microsoft will send a code to your secondary contact (mobile or alternative email). Paste the code, pick a new password, you're done.

This only works if your IT team enabled self-service reset and you set up your contact methods previously. For London ICT customers, this is on by default.

2. MFA prompt isn't coming through

Open the Microsoft Authenticator app on your phone. Pull down to refresh — most "stuck" prompts arrive once the app re-syncs.

Phone in your hand but no notification? Try Number-matching — when prompted, the sign-in screen will show a 2-digit number; type it into the Authenticator. This is the new default and works even when push notifications fail.

3. You've lost the device with the Authenticator

You'll need either:

  • The recovery code you printed when you first set up MFA
  • Or to ask us to reset MFA on your account

Don't keep trying — five failed MFA attempts in 5 minutes auto-locks the account for 15 minutes. Open a ticket as soon as you realise the device is gone.

4. Account is fully locked

Ring 020 8089 6800 with these details to hand:

  • Your work email
  • A photo of your work ID or recent payslip header (we have to verify it's really you)
  • A callback number we can reach you on

We won't reset your password from an email request alone — too easy to spoof. Voice + ID is the bar.

If you get back in, set up at least two MFA methods (Authenticator + SMS, or Authenticator + recovery codes). Future-you will thank current-you.