Unable to retrieve password

Question

Unable to retrieve password

Kash Kooner 0

I have the username for Microsoft admin centre but wrong password. I click on reset password but tajes me to contact administrator when I am the administrator but keeps referring me to a previous global administrator who we no longer use. I click on forgot password but take me to global administrator! I do have access to Microsoft authenticator.

Ryan-N 16,135 Reputation points Microsoft External Staff Moderator

2026-10-10T15:51:26.62+00:00
Hi Kash,

Welcome to the Microsoft Q&A forum.

Based on your description, you have forgotten the password for your account, and when you try to change it, the system keeps asking you to contact your previous administrator.

For a Business account, it is possible that your tenant has disabled the feature that allows users to reset their own passwords. In this case, the password reset may need to be performed by an administrator.

You can try the following steps:

Make sure that Caps Lock is not turned on and that no application or keyboard setting is changing the characters you enter when typing your password.

Try using a different keyboard to check whether your current keyboard is affecting how the password is entered.

When signing in to the Microsoft 365 Admin Center, instead of using your password, check whether the sign-in page provides an option such as “Other ways to sign in,” “Sign-in options,” or something similar. If available, you can try using another authentication method that has already been configured for your account, such as approving the sign-in through your MFA app instead of signing in with your password.

If you are still unable to access your account after trying the steps above, please check your Private Message.

I will continue to assist you.

If the answer is helpful, please click "Yes" and kindly upvote it.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Your answer

Ryan-N 16,135 Reputation points Microsoft External Staff Moderator

2026-10-10T15:51:26.62+00:00

Hi Kash,

Welcome to the Microsoft Q&A forum.

Based on your description, you have forgotten the password for your account, and when you try to change it, the system keeps asking you to contact your previous administrator.

For a Business account, it is possible that your tenant has disabled the feature that allows users to reset their own passwords. In this case, the password reset may need to be performed by an administrator.

You can try the following steps:

Make sure that Caps Lock is not turned on and that no application or keyboard setting is changing the characters you enter when typing your password.

Try using a different keyboard to check whether your current keyboard is affecting how the password is entered.

When signing in to the Microsoft 365 Admin Center, instead of using your password, check whether the sign-in page provides an option such as “Other ways to sign in,” “Sign-in options,” or something similar. If available, you can try using another authentication method that has already been configured for your account, such as approving the sign-in through your MFA app instead of signing in with your password.

If you are still unable to access your account after trying the steps above, please check your Private Message.

I will continue to assist you.

If the answer is helpful, please click "Yes" and kindly upvote it.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.