What is Self-Service Password Reset (SSPR)?

Self-Service Password Reset (SSPR) is a security feature that enables users to securely reset their passwords without contacting IT support. It is typically part of an Identity and Access Management (IAM) platform that stores and manages user identity data. SSPR lets users regain access to their accounts using predefined Multi-Factor Authentication (MFA) methods such as authenticator apps, verification codes or biometrics. Security questions are generally discouraged because they can be easily guessed or discovered.

By allowing users to reset their credentials independently, SSPR helps businesses reduce the number of password-related IT support tickets, lower operational costs, improve productivity and enhance the overall user experience.

How SSPR works

SSPR streamlines the password recovery process for users who are locked out of their accounts or have forgotten their passwords. Here's a breakdown of how it typically works:

Initiate a request: The user begins the reset or recovery process by accessing the SSPR portal or clicking “Forgot my password” on the login screen.
Verify identity: The user must verify identity using one or more pre-configured authentication methods, such as receiving an SMS/email code, responding to an authenticator app notification, using biometrics or another secure MFA method. Note: Organizations should avoid relying solely on SMS or email codes, as these methods are vulnerable to phishing and SIM-swapping attacks.
Reset password: Once identity is successfully verified, the user is prompted to create a new password that meets the organization's security policies. After submitting the new password, the user can log back in and continue working.

When implemented correctly, this process enables users to recover access quickly without compromising security.

Key benefits of SSPR for businesses

Implementing SSPR provides both enhanced security and operational efficiency. Here are the main advantages businesses can expect.

Enhanced productivity

With SSPR, users can quickly regain access to their accounts and, more importantly, without waiting for IT support. This is especially useful in time-sensitive situations, such as pre-meeting logins or urgent deadlines, where downtime can significantly impact performance. It also promotes employee independence and minimizes workflow interruptions.

Reduced IT costs

Because password-related issues are among the top reasons for IT tickets, SSPR automates the password reset process and significantly reduces support ticket volume. This allows IT teams to focus on higher-value tasks rather than being burdened by frequent password reset requests.

Improved security

SSPR allows passwords to be reset only after a user successfully completes secure verification steps, generally through MFA. When paired with phishing-resistant methods, SSPR significantly reduces unauthorized access risks and encourages better cyber hygiene across an organization.

Supports hybrid and remote workforces

In modern global and hybrid work environments, employees often work from various locations and time zones. SSPR eliminates the need for users to depend on IT staff working the same business hours to regain account access. This is especially beneficial for remote teams and organizations with distributed workforces, ensuring 24/7 access for password resets and recovery.

How to enable SSPR

Different platforms, such as Microsoft Entra ID (formerly Azure AD), Okta and Google Workspace, have their own unique setup procedures for enabling SSPR. However, most platforms follow a similar process. Here are the general steps on how to enable SSPR:

Access the admin console: Sign in to your organization's admin portal using an account with administrative access to configure security settings.
Find the password reset or recovery settings: Navigate to the settings area where password reset and recovery options are managed. Depending on the platform, this may be labeled “Password Reset,” “Recovery Settings” or something similar.
Enable SSPR for the desired users or groups: Specify whether to enable SSPR for the whole organization or specific users/groups, such as employees, freelancers or contractors. This ensures only the appropriate users have access to SSPR options.
Define authentication methods: Decide which MFA methods will be available for users to verify their identity before resetting their passwords. Common authentication options include SMS or email verification codes, authenticator apps, biometrics and hardware security keys, if supported.
Set access controls: Define security policies, including the minimum number of authentication methods required, password complexity rules and rate limiting to prevent excessive or suspicious reset attempts.
Test the SSPR process first: Before full rollout, test the process internally. Act as a test user and reset a password to ensure everything works as planned.
Train users: Educate employees on how to use SSPR through step-by-step directions or training videos to prepare them for the rollout. This helps employees feel more confident and comfortable using the system.
Monitor activity after rollout: After rolling out SSPR, track analytics on usage rates, successful password resets, reductions in password-related IT tickets and failed reset attempts. Enable audit logging to meet compliance requirements (such as ISO 27001 or SOC 2) and to detect suspicious activity.

Common SSPR mistakes to avoid

Although SSPR can be a major advantage for businesses, implementing it poorly can lead to security vulnerabilities, user frustration and continued IT strain. Here are the most common mistakes to avoid when implementing SSPR.

Not enabling multiple authentication methods

Relying on only one authentication method increases security risks because if that method is compromised, users can be locked out of their accounts or unauthorized individuals could gain access. It's best to enable at least two secure authentication methods, such as an authenticator app and biometrics.

Failing to provide adequate training

Users who don't understand how SSPR works will likely continue submitting IT support tickets when they need assistance. Without providing clear training through detailed guides or instructional videos, many employees may not adopt SSPR, defeating its purpose entirely.

Not testing before rollout

Skipping the testing phase of SSPR can result in misconfigurations like missing verification steps that prevent users from resetting their passwords. It's crucial to test the SSPR workflow before a full launch across the organization to catch any technical errors or usability issues.

Over-reliance on insecure recovery options

Some recovery options, like verification codes sent via SMS or email, are more vulnerable to phishing attacks, SIM swapping or interception. Although these MFA options can be convenient, it's best to prioritize stronger verification methods like authenticator apps or biometrics, especially for privileged accounts.

No monitoring or audit logs

Without monitoring SSPR activity, organizations can miss valuable information into how it's being used. Enable logging to monitor the frequency of password resets, error rates and suspicious activity that might indicate a larger security risk. Regularly review these logs and integrate them with your Security Information and Event Management (SIEM) system for better visibility and compliance.