O365/Outlook - How to Reset Your Password
Follow these steps to reset a password to access Outlook using an @c21affiliated.com email address.
1. Open an internet browser, and go to: outlook.office365.com.
2. Click on the 'Can't access your account?' link.
3. Click on 'Work or school account' when prompted.
4. On the screen, as highlighted below, enter the Affiliated email address used as the email login. Then, enter the security characters as they are displayed on the screen, and click 'Next' button. (See graphic below for reference.) Using the audio option is not recommended. [NOTE: Agent email usernames are typically formatted as 'firstname.lastname@c21affiliated.com
.' Contact the Helpdesk if unsure what the correct username is.]
.' Contact the Helpdesk if unsure what the correct username is.]
5. Next, verification step 1 will appear on the screen. Click on the 'Email' option choice to have an authentication code emailed to the email address previously set up to receive password reset requests.
6. Once the verification code has been received, enter it in the box as prompted, and click the 'Next' button. [NOTE: Verification code emails can get flagged and trapped by spam or junk filters for some mailboxes, so please check spam or junk folders for these messages if not found in the regular Inbox. Verification code emails may also experience delayed delivery, depending on the email provider or internet/cellular connection status. If there is a delay, consider rebooting the device, verifying the internet/cellular connection, and checking the email again.]
7. The process should now proceed to verification step 2. Select the Text or Call option and provide the mobile phone number that is associated with the account. Then click the 'Text' or 'Call' button.
8. Enter the provided code and click the 'Next' button. [NOTE: Verification code texts or calls rely on the cellular network connection and mobile phone being powered on at the time the code is sent. If the text or call does not come through, consider rebooting the mobile device and the requesting that the verification code be resent.]
9. Once the correct information has been provided, there will be a prompt to enter and confirm a new password. Create the new password, then click the 'Finish' button.
10. Congratulations! You have completed a reset of your Affiliated email password. Look for a confirmation email that will be sent to the email address previously set up and used in Step 4. Click the 'click here' link as prompted to sign into the Affiliated email account.
Article ID: G.02.06
Last updated: 02.12.2025