Self Service Password Reset FAQs and Information for Gladstone Cloud
What is SSPR and why are you moving to it?
Self Service Password Reset (SSPR) is a replacement for the current password reset process on the Gladstone Cloud platform. As part of our solution moving into the cloud, we are able to benefit from all of the security features it now has. Part of this offering allows us to address some of the pain points for out customers which includes the ability to reset and unlock your account without needing to contact customer support. This is one of the most asked for process improvements requested by our customers base, with SSPR we are now able to offer this functionality to all customers.
With general release on the 18th March, all users will be asked for extra information to allow them to recover their account later on. You can find what this process looks like here. Please be aware that this is not something that you can opt-out of and is being done to secure our cloud offerings for all users on the platform.
To help understand the process, we have put together a quick walkthrough of how the process will work:
FAQs
Can I use a shared email address?
We would advise you to use an individual unique email address
Can I use a personal email address e.g. hotmail/yahoo?
Yes - please use whatever account you have access to as a secondary form of authentication. This can be a personal email address or a work supplied email address.
The Forgot my password link is not displayed during login.
If this occurs, select the subscribe option from the top right ellipses. Enter your username and the Forgot my password option should now be available to select.
Alternatively you can browse direct to this address https://aka.ms/sspr in a 'private window'.
To do this, open a new tab in your web browser. In the top right corner of your browser window there will be three dots, click on the dots.
In Chrome select 'New Incognito Window', in Microsoft Edge select 'New InPrivate Window'. This will open a new Tab/Window.
Copy the https://aka.ms/ssprsetup link into the new window to set up your account or copy the https://aka.ms/sspr link to reset your password.
If the incognito/InPrivate option is greyed out when selecting the 3 dots, you will need to speak to your IT as this option has been disabled by your Company Group Policy.
I've not yet been asked to provide more information.
Try refreshing your subscription
My password has expired, how do I change it?
If you are presented with the password expired message, select the subscribe option from the top right ellipses. Enter your username and click the forgot my password link to reset it. Alternatively you can browse direct to this address https://aka.ms/sspr (in Incognito mode).
Can Gladstone Support reset my password for me?
No - once this process has been activated, Gladstone Support can only help advise how to complete the forgot my password process. They will no longer be able to set a users password over the phone for security reasons.
My code didn't come through to reset my password by email or mobile – what should I do?
Check your junk/spam folders first, then log in here: https://aka.ms/ssprsetup and confirm you have the correct contact details setup.
Can I update my SSPR contact method details or add a different method?
Yes, here:https://aka.ms/ssprsetup Some users may already have an office365 login provided by your local IT team. When using this URL, make sure to use your user@gladstone-leisurecloud.net login to sign in and NOT your office 365 login provided by your IT team. If in doubt, open a new browser (in Incognito mode would be best) and browse to the URL from here.
I can't get my code as it is setup to go to a colleague
You can update your email/mobile details here: https://aka.ms/ssprsetup - as the above point details, you need to make sure you login using your user@gladstone-leisurecloud.net login and NOT your Office365 login provided by your IT team. If in doubt, open a new browser (in Incognito mode would be best) and browse to the URL from here.
When clicking next on the More information required screen it just hangs on a white screen (for over 1 minute)
If this happens, try using this link: https://aka.ms/ssprsetup (in Incognito mode as mentioned above)
How do I know if my account is locked, or my password has expired?
You will be notified the next time you log in to set a new password. We have removed the notification reminder which locked user accounts is the expiry date was reached and replaced it with a process that allows you to change your password as you login.
Why has the password reset process changed again?
Following feedback the process has been changed to allow customers to self-serve which is more efficient and also more secure. We has listened to customer concerns about password lock outs and the removal of password expiry notifications since the move to AVD. This process removes the need for a reminder as it will ask you to change your password when needed leaving you with one less thing to worry about!
Do I still use the same login account I previously used?
Yes, please continue to use your leisure account provided by Gladstone
Is this Multi-factor (MFA) Authentication?
No, you will only be asked to provide authentication method details once during initial setup and this is only so you can reset your password if you have forgotten it.
Are you moving to Multi-factor (MFA) Authentication?
Yes, this will be something we will implement in 2024 as we look to continuously improve our security features. This is one step towards that and all users will need to have completed this setup to allow us to turn on MFA by default. If you do not wish to use MFA at your site you will be able to opt-out of this.
Further details on how to register and reset your forgotten password can be found in the below article...