Self-Service Password Reset (SSPR) is a feature in Microsoft Entra ID (formerly Azure AD) that allows users to reset their own passwords without the need for IT support.
This improves user productivity by reducing helpdesk workload, speeds up the password recovery process, and enhances security by enabling users to take control of their own account recovery process.
Key Features of SSPR
User Empowerment
Users can reset their password without needing to contact IT support.
Security
SSPR can be configured to require multiple forms of authentication (multi-factor authentication or security questions) before allowing a password reset.
Cost Savings
Reduces the number of password reset requests to IT support, thereby saving time and operational costs.
Customizable Policies
Administrators can configure SSPR policies based on organizational needs, like requiring certain authentication methods or restrictions on who can use SSPR.
How Does Self-Service Password Reset Work?
1. User Initiates Reset
The user begins the process by accessing the password reset portal, which is typically available via the Microsoft Entra ID sign-in page.
2. User Verification
To ensure the user's identity, Microsoft Entra ID will prompt the user to verify themselves through one or more methods, depending on the organization’s configuration:
Email (sent to a secondary email address)
Mobile Phone (via SMS or call)
Authenticator App (using Microsoft Authenticator or other apps)
Security Questions (if configured)
3. Reset Password
After the user is successfully verified, they can create a new password.
4. Password Updated
Once the new password is set, it will be updated for the user’s Microsoft Entra ID account, allowing them to sign in with the new credentials.
Steps to Enable Self-Service Password Reset in Microsoft Entra ID
To configure Self-Service Password Reset (SSPR) for your organization, follow these steps:
1. Sign in to the Microsoft Entra ID Admin Center
Go to the Microsoft Entra admin center and sign in with an account that has Global Administrator or Password Administrator privileges.
2. Enable Self-Service Password Reset
In the left pane, go to Identity → Password reset.
Under Self-Service Password Reset, choose All or Selected based on the scope of users who should be allowed to reset their passwords.
All:Allows all users in your organization to use the self-service password reset feature.
Selected:Allows you to specify specific users or groups who can use the feature (e.g., only employees in certain departments or roles).
Select Save to enable the feature.
3. Configure Authentication Methods for SSPR
Once SSPR is enabled, you need to configure how users will authenticate themselves during the password reset process.
You can specify the methods used for identity verification.
In the Password reset section, click on Authentication methods.
You’ll be presented with different options.
You can choose to enable or disable the following:
Email (send verification to a secondary email address)
Mobile phone (send a verification code via SMS or phone call)
Security questions (choose from a set of user-configurable questions)
Microsoft Authenticator app (for verification via the mobile app)
Windows Hello for Business (if using biometric authentication)
Configure the number of required methods for user verification.
For example, you can require at least two methods for greater security.
4. Configure Password Policies and Restrictions
Set any additional security policies that you want to enforce during the reset process.
For example:
Password Complexity
Require strong passwords, including complexity requirements like minimum length, special characters, etc.
Lockout Settings
Limit the number of failed attempts before the user is temporarily locked out.
5. Configure Notification Options
You can enable notifications to be sent to administrators or the user themselves when a password reset is successfully completed.
For example, you can enable notifications to be sent to the user's secondary email address or to the admin for monitoring purposes.
6. Test the Configuration
Once you've configured SSPR, it’s a good practice to test the feature to ensure that everything is working as expected.
Try resetting the password for a test user account and ensure the verification methods and password reset flow function correctly.
User Experience for Self-Service Password Reset
When a user forgets their password or needs to reset it, the following steps typically occur:
1. Access the Password Reset Portal
The user navigates to the password reset page.
This is typically done via the Microsoft Entra ID sign-in page.
2. Verify Identity
The user is asked to verify their identity through one of the selected methods.
For example:
If the user has set up a phone number for authentication, they might receive a text message with a verification code.
If the user has an Authenticator app, they might be asked to approve the request using that app.
The user may also need to answer security questions if configured by the organization.
3. Set New Password
Once the identity is verified, the user is prompted to enter a new password that complies with your organization’s security policy (e.g., password length, complexity).
4. Password Reset Confirmation
After successfully setting the new password, the user receives a confirmation, and they can now log in to their account using the new credentials.
Troubleshooting Common Issues with SSPR
1. User Doesn't Have Enough Authentication Methods Set Up
Ensure that users are prompted to set up enough verification methods during their initial account setup (such as phone numbers or email addresses).
You can enable a requirement for users to set up at least two verification methods.
2. User Can't Receive a Verification Code
If users are having trouble receiving the verification code, ensure that their phone number or email address is correctly configured in their Entra ID profile.
Also, check that their mobile carrier or email provider is not blocking messages.
3. Reset Process Takes Too Long
If the process seems slow, ensure that the SSPR service is functioning properly in the Microsoft Entra ID Service Health dashboard.
Also, check that there are no network or authentication issues affecting the user.
4. Account Lockout
If users are repeatedly entering incorrect information, ensure the account lockout policies are configured to avoid frequent lockouts.
Consider implementing temporary lockouts after several failed attempts.
Security Considerations
Multi-Factor Authentication (MFA)
For higher security, organizations should use MFA during the SSPR process.
This prevents malicious actors from resetting passwords with only one method of verification.
Password Complexity
Enforce password policies that require strong passwords (e.g., minimum length, mixed case, special characters) to ensure security after reset.
Audit and Monitoring
Use the Azure AD sign-ins logs and Audit Logs to monitor SSPR activity and detect any suspicious behavior (e.g., password reset attempts from unusual locations or IP addresses).
Conclusion
Self-Service Password Reset (SSPR) in Microsoft Entra ID allows users to reset their own passwords in a secure and streamlined manner, without relying on IT staff.
This feature not only improves user productivity but also helps reduce the load on helpdesk teams.
By configuring SSPR, organizations can enforce strong authentication methods, ensure compliance with security policies, and provide users with an efficient and user-friendly way to regain access to their accounts.
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