Password Reset.
KB Article 770 · Account Management · Self Service
How to raise a password reset on behalf of a colleague via the MirrorSphere support portal, what to expect at each step, and how to securely share the temporary password with the person who needs it.
How to Raise a Request
- Sign in to portal.mirrorsphere.com using your work account
- From the request menu, choose Password Reset (or use the direct link your IT team has provided)
- Enter the email address — the Microsoft 365 sign-in address of the person who needs their password reset
- Add a short reason, for example “User is locked out and cannot sign in”
- Click Submit — you’ll receive a confirmation email within seconds
The Approval Process
For security, all password reset requests require approver approval before a temporary password is released. Here’s what happens after you submit:
Portal form sent
Email with one click
Secure email to you
After link is opened
Typical turnaround is a few minutes during business hours once submitted. Out-of-hours timing depends on when your approver is able to check the email.
- Approval received from your nominated approver, usually within minutes
- One-time secure password link delivered to your email inbox
- Temporary password viewed and copied via the secure page
- Ticket closed automatically with an audit record on file
Your approver receives an email with Approve and Reject buttons. After clicking either, they can add a comment before submitting their decision.
Emails You’ll Receive
You’ll receive up to four emails depending on the outcome. The table below summarises them; previews of each are further down.
| When | What it means | |
|---|---|---|
| Pending Request Confirmation | Immediately on submission | Your request is in the queue for approval |
| Approved Request Approved | Once the approver approves | The password link is on its way in a separate email |
| Action Password Ready | Seconds after approval | One-time secure link to the password — valid 60 minutes, max 2 views |
| Accessed Link Accessed | When the link is opened | Audit confirmation including IP address and approximate location |
| Expired Link Expired | If 60 minutes pass without you opening the link | Link has expired; ticket closes — raise a new request if still needed |
| Rejected Request Declined | If your approver rejects | The reason will be in the email — speak to IT if you disagree |
Preview of each email
Sent immediately after you submit the form — your request is now pending approval.
Confirms your approver has approved the request. The password link follows in a separate email seconds later.
The email with your secure one-time link. The button can only be clicked a maximum of 2 times and the link expires after 60 minutes. Make sure you’re ready to share the password before you click.
Sent once the password link has been opened. Includes the IP address and approximate location of access so you (and our security team) can spot anything suspicious.
Sent if 60 minutes pass without you opening the link. The ticket closes automatically — just raise a new request if you still need the reset.
The secure password page
When you click the Retrieve Temporary Password button, your browser opens a secure page showing the password and a Copy Password button. The page also tells you how many views you have remaining.
Sharing the Password Securely
Pass the temporary password to the affected user using a secure method:
- In person
- By phone
- By Teams message (direct chat)
Ask the user to sign in straight away. They will be prompted to choose a new password as soon as they log in — the temporary password is single-use only.
If Something Goes Wrong
Most requests complete without issue, but a few things can go sideways. Here’s how to handle the common scenarios.
Raise a new password reset request through the portal — expired links can’t be reissued. The previous ticket has closed automatically; a fresh link will be generated once your approver re-approves.
Raise a new password reset request. Mention what happened in the reason field so your approver has the context.
The rejection email will include the approver’s reason. If you believe it’s in error, speak to your IT team directly or call IT support on +44 (0) 1295 595 444.
Contact IT support immediately on +44 (0) 1295 595 444. We’ll change the password again straight away and investigate.
The lockout usually clears itself after a few minutes. If it doesn’t, raise a password reset request and mention “account lockout” in the reason field.
Important to Know
Frequently Asked Questions
Need More Help?
If this guide hasn’t resolved your issue, you have a few ways to reach us.
| Self-service portal | Raise a ticket via portal.mirrorsphere.com — the fastest route for non-urgent issues. |
| Phone support | +44 (0) 1295 595 444, Monday–Friday 08:30–17:30. For urgent issues outside these hours, leave a voicemail — the on-call team monitors it. |
| Urgent / locked out | Call the support line above and quote “password lockout” so we route you to the right tech first. |
| Escalation | If the response time isn’t meeting your need, ask the agent to escalate to your account manager or your organisation’s Head of IT. |