Using the password change service

The password change service is a Microsoft-powered system which enables you to both unlock your account and change your Stonehill password anytime and anywhere, without needing to contact the IT Service Desk.

Signing up

One-time registration in the password change service is required upon initial sign-in to the Office 365 web environment. Simply complete the registration process by following the prompts. You will be required to register at least 1 of 2 options of verification (only 1 will be required to reset your password or unlock your account):

  • Phone number
  • Secondary (personal) email

Using the service

After registering, you can use the service at any time using one of the following options:

To get back into your account (forgot password or locked out):

  1. In a modern browser (Chrome/Firefox/Edge/Safari), head to Enter your full email address and click Next, and you should see the background image change to a Stonehill-themed one (as shown in the gif below).
    • Once you see the background change, it may ask you to choose between a "Work or school account" or "Personal account". If so, select the "Work or school account" option to continue.
  2. On the screen where you'd normally enter your password, instead click the "Forgot my password" link.
  3. Next, provide the security code that you see on your screen and click Next. You will now be able to use your previously-configured security options (your phone or personal email address) to unlock your account and/or reset your password.

Please note: We strongly recommend that you do NOT use the "Can't access your account?" link on the first sign-in page (where you enter your email address). This page has a generic background image from Microsoft, which is easy for phishers to duplicate. Instead, whenever signing into Office 365, enter your email address first, and then make sure you see the background image change to our custom, Stonehill-themed background picture, before entering your password.

If you do know your password, but want to change/update it:

  • Log into your Office 365 account on the web by visiting
  • Click the app-picker (the "waffle") in the top-left, then choose All Apps.
  • You'll see two new options:
    • Change Password - This can be used to either change your password, or to update it ahead of its expiration.
    • Update Password Information - Use this option to change your personal phone number or email address used to unlock your account.

You can also use the ellipses (three dots) to add these icons to your app-picker for future use.

After signing up - Reconfirming your verification methods:

Every 6 months after signing up for the service, you may see a prompt upon logging into O365 asking to confirm that the verification methods you configured upon registration up are still up to date. You'll see the same "More information required" popup as when you first registered, leading to a screen that looks like this:

This is an important step in making sure that you can change your password or unlock your account, and that the information you provide to confirm these verification methods are still accurate. You will continue to see this message until you've re-verified your information, so don't ignore it!

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Article ID: 32180
Fri 6/16/17 10:05 AM
Sat 8/24/19 11:25 AM