Use Account Self-Service

If it is available in your company, Single Sign-on’s Account Self-Service feature gives you the ability to:

  • Unlock your Windows account if you receive a message stating that it is locked
  • Reset your Windows account password if you forgot it and cannot log on to your computer.

The Account Self-Service button is available from the Switch Users screen (for Windows Vista, Windows 7, Windows Server 2008, or Windows Server 2008 R2) or Log On to Windows and Unlock Computer dialog boxes (for other supported Windows operating systems) . Clicking this button starts the Account Self-Service Wizard.

With Account Self-Service, you can now resolve these issues yourself, rather than call your company’s computer help desk.

Important: When using Account Self-Service, you will be asked to confirm your identity by providing the answers to your Single Sign-on security questions. If you do not know the answers to your security question, call your company’s computer help desk to unlock your Windows account or reset your Windows password.

To unlock your account (Windows Vista/Windows 7/Windows Server 2008/Windows Server 2008 R2)

  1. When prompted, press CTRL+ALT+DELETE.
  2. Do one of the following:
    • At the Welcome screen, click Switch User.

      The Switch User screen appears.

    • At the Welcome screen, click Other Credentials.

      The Switch User screen appears.

  3. Click Account Self-Service. The Account Self-Service screen appears.
  4. Click Click here to reset your password or unlock your account, located beneath the Account Self-Service title, to start the Account Self-Service Wizard.
  5. On the Welcome to the Account Self-Service Wizard page, click Unlock my account and then click Next.
  6. On the Identify Your Account page, ensure your correct user name and domain appear and click Next. The Unlock My Account page appears.
  7. On the Unlock My Account page, click Next to see the first security question.
  8. In the Answer box, type the answer to the first security question and click Next. If there are additional security questions, the next question appears.
  9. Repeat Step 8 until the Unlock Account page appears.
  10. On the Unlock Account page, click Next.
  11. On the Account Unlock Successful page, click Finish.

To reset your Windows account password (Windows Vista/Windows 7/Windows Server 2008/Windows Server 2008 R2)

  1. When prompted, press CTRL+ALT+DELETE.
  2. Do one of the following:
    • At the Welcome screen, click Switch User.

      The Switch User screen appears.

    • At the Welcome screen, click Other Credentials.

      The Switch User screen appears.

  3. Click Account Self-Service. The Account Self-Service screen appears.
  4. Click Click here to reset your password or unlock your account, located beneath the Account Self-Service title, to start the Account Self-Service Wizard.
  5. On the Welcome to the Account Self-Service Wizard page, click Reset my password and then click Next.
  6. On the Identify Your Account page, ensure that your correct user name and domain appear and click Next. The Reset My Password page appears.
  7. On the Reset My Password page, click Next to see the first security question.
  8. In the Answer box, type the answer to the first security question and click Next.
  9. Repeat Step 8 until the Enter New Password page appears.
  10. On the Enter New Password page, type and confirm your new password, then click Next.
  11. On the Password Change Successful page, click Finish to return to the Account Self-Service screen where you can select and log on to your account.

To unlock your account (non-Windows Vista/Windows 7/Windows Server 2008/Windows Server 2008 R2)

  1. Do one of the following:
    • At the Welcome to Windows dialog box, press CTRL+ALT+DELETE and, if necessary, click Options.
    • At the Computer Locked dialog box, press CTRL+ALT+DELETE and then click Options.
  2. Click Account Self-Service to start the Account Self-Service Wizard.
  3. On the Welcome to the Account Self-Service Wizard page, click Unlock my account and then click Next.
  4. On the Identify Your Account page, ensure your correct user name and domain appear and click Next. The Unlock My Account page appears.
  5. On the Unlock My Account page, click Next to see the first security question.
  6. In the Answer box, type the answer to the first security question and click Next. If there are additional security questions, the next question appears.
  7. Repeat Step 6 until the Unlock Account page appears.
  8. On the Unlock Account page, click Next.
  9. On the Account Unlock Successful page, click Finish.

To reset your Windows account password (non-Windows Vista/Windows 7/Windows Server 2008/Windows Server 2008 R2)

  1. Do one of the following:
    • At the Welcome to Windows dialog box, press CTRL+ALT+DELETE and, if necessary, click Options.
    • At the Computer Locked dialog box, press CTRL+ALT+DELETE and then click Options.
  2. Click Account Self-Service to start the Account Self-Service Wizard.
  3. On the Welcome to the Account Self-Service Wizard page, click Reset my password and then click Next.
  4. On the Identify Your Account page, ensure that your correct user name and domain appear and click Next. The Reset My Password page appears.
  5. On the Reset My Password page, click Next to see the first security question.
  6. In the Answer box, type the answer to the first security question and click Next.
  7. Repeat Step 6 until the Enter New Password page appears.
  8. On the Enter New Password page, type and confirm your new password, then click Next.
  9. On the Password Change Successful page, click Finish.