Password & Account Recovery

How to Reset an Old Work or School Office 365 Password

Huma Ashraf Ch Oct 10, 2026 869 views

Question details

The user is unable to reset the password for an old work or school Office 365 account (such as btconnect.com) and has accidentally created a personal account using the same email address.

How to Reset an Old Work or School Office 365 Password

Product: Microsoft Office 365
Device & OS: not provided
Scenario: Attempting to regain access to a work or school account on a laptop when the original administrator is unavailable.
Observed behavior: The user cannot log in to their work or school account on their laptop, though they may have access via a phone app, and is blocked from resetting the password directly.

Before you start

Verify whether your login issue affects the Outlook desktop application, webmail, or the main Microsoft account sign-in page, as the recovery approach will depend on the specific service you are trying to access.

Solution 1Recommended

Contact Your Administrator or Service Provider

Work and school accounts are managed by the organization or IT provider, meaning only they have the authorization to perform a password reset.

Unlike personal Microsoft accounts, workplace accounts (like those ending in btconnect.com) are controlled by the service provider or your former organization. Self-service password resets are often disabled by default.

Identify the account provider

Determine if your email is hosted directly by your organization's IT department or a third-party service provider (e.g., BT for btconnect.com addresses).

Request a password reset

Reach out to the IT helpdesk or the service provider's customer support. Explain that you have lost access to your work/school account and need an administrative password reset.

Update your devices

Once the administrator provides a temporary password, log in to your account, create a new secure password, and update it across all your connected devices.

Contact Your Administrator or Service Provider

Do Not Delete the Personal Account Yet: Even though a personal account was created accidentally with the same email, do not delete it until you have successfully identified and restored access to the original work or school account.

Solution 2

Check Saved Passwords in Your Web Browser

If you have previously logged into your Office 365 account on your laptop, the password may be stored in your browser's password manager.

Free Microsoft Office alternative

Try WPS Office for a Hassle-Free Experience

If you are locked out of your old Office 365 account and need to view or edit documents immediately, WPS Office provides a free, lightweight, and highly compatible alternative that doesn't require a complex organizational login.

1. Download the software: Visit the official WPS website and download the free installation package for your operating system.
2. Install and launch: Run the installer and follow the on-screen instructions. Once installed, open WPS Office.
3. Open your documents: Drag and drop your existing Microsoft Office files into WPS to start editing immediately, without needing a work or school account.

Completely free and lightweight Office suiteFully compatible with Microsoft Word, Excel, and PowerPoint formatsNo complex work or school account administration requiredFamiliar user interface for seamless migration and offline editing

microsoft office alternative - wps office

Frequently Asked Questions

Why can't I reset my work or school account password myself?

Work and school accounts are managed by your organization's IT department or email service provider. They enforce security policies that often prevent users from performing self-service password resets without administrative approval.

What happens if I accidentally created a personal Microsoft account with my work email?

Microsoft allows a personal account and a work account to share the same email address, but they remain completely separate entities with different passwords and data. Ensure you select 'Work or school account' when signing in to access your organization's emails and files.

Can I still access my emails if I am locked out on my laptop but logged in on my phone?

Yes, if your phone app is still authenticated, you can view existing emails and sometimes send new ones. However, you will eventually need the updated password to sync new emails or log in on any new device.

Login & Account Issues