Microsoft Account Recovery

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Updated a few days ago

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9 min read

Account Recovery · PTCC TECH
IT Admin / Account Security / Account Recovery

Account Recovery
After a Password Reset

Follow these steps to regain access to your Microsoft 365 account, set a new password, and get your multi-factor authentication (MFA) back up and running.

Microsoft 365
~10 minutes
Phone required for MFA

Before You Begin

Use a private, trusted device — do not use a shared or public computer.
Have the temporary password provided by PTCC TECH ready.
Have your phone nearby — you will need it to set up MFA.
Install the Microsoft Authenticator app on your phone before starting if you haven't already.

Recovery Steps

6 Steps
01

Go to the Microsoft 365 Sign-In Page

Open a browser on your private, trusted device and navigate to:

https://microsoft.prestontrail.org
⚠️
Important Do not attempt this on a shared, public, or untrusted device. Your account security depends on it.
02

Sign In with Your Temporary Password

Enter your PTCC email address and the temporary password provided by PTCC TECH.

Microsoft will immediately prompt you to change your password — this is expected.

03

Set a New Password

When prompted, create a new password. Make it something unique that you have not used before.

💡
Password Tips Use a mix of uppercase, lowercase, numbers, and symbols. Aim for at least 12 characters and do not reuse any old password.
04

Set Up Microsoft Authenticator for MFA

After your password is saved, Microsoft will prompt you to set up multi-factor authentication (MFA). PTCC uses Microsoft Authenticator. Follow these steps:

1
Install Microsoft Authenticator from the App Store (iPhone) or Google Play (Android) if it is not already on your phone.
2
On your computer, select Microsoft Authenticator as your verification method when prompted.
3
Open the app on your phone and tap the + icon to add a new account.
4
Select Work or School account from the account type options.
5
When prompted, choose Scan QR code, then point your phone camera at the QR code shown on your computer screen to link the account.
05

Approve the Verification Test

Microsoft will send a test notification to your phone via the Authenticator app. Open the app and tap Approve to confirm setup is complete.

06

Check Your Mailbox

Once you are signed in, open your email and take a look through your mailbox. Let PTCC TECH know if anything still looks wrong or out of place.

🔐 You're Back In!

Your account is secured with a new password and MFA. If you notice any suspicious activity in your mailbox — emails you didn't send, unexpected sign-in alerts, or anything that looks off — contact PTCC TECH right away.

MFA Troubleshooting

MAC

Mac Password Prompt After First Login

The first time you sign into your Mac after completing this process, it may ask you for your Mac login password due to a password mismatch between your device and your Microsoft account.

Enter your old password at that prompt. Your Mac will then sync with your newly reset Microsoft password and you will not be asked again going forward.

💡
This is Normal This prompt is expected after any Microsoft password reset on a Mac. It is not a sign of a problem — just enter your old password once and it will not appear again.
MSG

"Session Expired" or "More Information Required"

If you see either of these messages, do not be alarmed. This is expected behavior after a password and MFA reset.

If you see any message saying your session expired or more information is required, continue through the prompts. That is expected after a password reset and MFA reset.

Still Need Help?

If you get stuck at any point during this process, don't hesitate to reach out. Submit a ticket through the PT Support app in Microsoft Teams and someone from PTCC TECH will follow up with you.

PTCC TECH · Account Recovery Guide
Microsoft 365 · MFA

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