Locked Out of Your St. Thomas Microsoft Account

Reset your password using self-service

If you can still approve a sign-in request through your Authenticator app, a backup email address, or a phone number, use Microsoft self-service password reset (SSPR) to regain access.

1. Navigate to the Microsoft self-service password reset page.
2. Type your full St. Thomas username in the format username@stthomas.edu.
3. Complete the CAPTCHA verification.
4. Select your preferred verification method (Authenticator app, backup email, or phone).
5. Follow the prompts to verify your identity and create a new password.

After resetting your password, sign in to OneStThomas to confirm access is restored.

To update or add backup authentication methods after signing in, navigate to the Microsoft security information page.

Recover access when your Authenticator app is unavailable

If you have a new phone, deleted the Authenticator app, or the app is no longer generating codes, follow these steps.

1. Navigate to the Microsoft self-service password reset page.
2. Type your full St. Thomas username in the format username@stthomas.edu.
3. When prompted to verify your identity, select I don't have access to that or choose an alternate method such as a backup email address or phone number.
4. If no alternate methods are available, contact the Tech Desk for identity verification..
5. After regaining access, navigate to the Microsoft security information page and set up the Authenticator app on your new device.

For detailed instructions on setting up the Authenticator app on a new device, see the Multi-Factor Authentication FAQ.

Contact the Tech Desk for identity verification

When you cannot access both your email and your Authenticator app, self-service recovery is not possible. You must verify your identity directly with the Tech Desk using one of the options below.

Option 1 — Call the Tech Desk

1. Call the Tech Desk at 651-962-6230.
2. Tell the technician you are locked out of both your email and your Authenticator app.
3. Be prepared to verify three pieces of personal identity information as requested by the technician.

Option 2 — Visit the Tech Desk in person

1. Visit the Saint Paul campus Tech Desk at the first-floor service desk in the O'Shaughnessy-Frey Library, or the Minneapolis campus Tech Desk in TMH 203B.
2. Present a valid photo ID such as a passport, driver's license, state ID, government-issued ID, or St. Thomas ID.
3. The name on your ID must match university records and the photo must reasonably match your face.

Review Tech Desk locations and hours before visiting or calling.

Reactivate your account after a period of inactivity

Student accounts are deactivated 365 days after your last active term or graduation. If you have re-enrolled or returned to St. Thomas and cannot sign in, your account may need to be reactivated.

1. Confirm your re-enrollment is complete by contacting the Registrar's Office or your academic advisor.
2. Once enrollment is confirmed, attempt to sign in at OneStThomas.
3. If you still cannot sign in, contact the Tech Desk at 651-962-6230 and provide your student ID number. The technician will verify whether your account requires reactivation.

After your account is reactivated, navigate to the Microsoft security information page to set up or update your authentication methods.