# Gladstone Cloud: Password Reset

HTML version: [Gladstone Cloud: Password Reset](https://support.gladstonesoftware.cloud/kb/gladstone-cloud-password-reset)

## Problem
Users may need to reset or unlock their Gladstone Cloud portal account password. This article explains how to sign up for Self Service Password Reset (SSPR) and use the password reset process if you have forgotten your password or need to unlock your account.

## Resolution

### A. Signing Up for Self Service Password Reset (SSPR) After It Has Been Enabled

1. **Log in to the Gladstone portal**
   - Use your username (e.g., user@gladstone-leisurecloud.net).
   - On your first login after SSPR has been enabled, you will be prompted to set up password reset options.
2. **Click `Next`**
   - Follow the prompt that appears after logging in.
3. **Choose your preferred reset method**
   - Select the method you want to use for password reset (such as email or phone).
4. **Complete verification**
   - Select your chosen contact method. A code will be sent to you.
   - Enter this code on the next screen. Click `Next`.
5. **Finish setup**
   - Once you have completed setup, you will be able to reset your password using the method you just configured.

**Note:**  
You will only be prompted to provide this information on your first login after SSPR is enabled. If you skip or cancel the setup, you will not be able to reset your password until you complete the manual registration process below.

### B. Resetting Your Password or Unlocking Your Account

1. **Click `Forgot my password` on the login page.**
2. **Confirm your username and complete the security verification**
   - Enter your username and the characters displayed.
   - Click `Next`.
3. **Choose the required action**
   - Select whether you want to reset your password or unlock your account.
   - Click `Next`.
   - Choose the contact method you added during signup. Click `Next`.
   - Enter the code sent to you.
4. **Complete the process**
   - After entering the code, click `Next`.
   - If resetting your password, you will be prompted to set a new password.
   - If unlocking your account, the process will complete after code verification.

You should now be able to log in to the portal with your updated password.

### C. Manual SSPR Registration (if not set up on first login)

If you did not complete SSPR setup on your first login, you will see a prompt when clicking `Forgot my password`.

1. **Click the link `register for self-service password reset` on the prompt.**
2. **Follow the instructions**
   - You will be taken to a registration page.
   - Scroll to find and click the link for `security info page`.
   - Login again and follow the step-by-step setup as detailed in section A above.

Alternatively, go directly to: [https://aka.ms/ssprsetup](https://aka.ms/ssprsetup)

## Notes

- If you receive a message saying you "Can't reset own password," your account is not enabled for SSPR. Please contact your account manager.
- If the `Forgot my password` link is not visible during login, select the `subscribe` option from the ellipses (three dots) in the top right. Enter your username, and the option should appear.  
  Alternatively, browse to [https://aka.ms/sspr](https://aka.ms/sspr).
- If you have not yet been prompted to provide more information for SSPR, try refreshing your subscription.
- For related steps, see [Setting Up a Password Recovery Method](../access/setting-up-a-password-recovery-method.md) and [Updating Your Password Recovery Method](../access/updating-your-password-recovery-method.md).