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Reset Your Password Using Self-Serve

How to enroll and set up self-service password reset using security questions or an authenticator app.

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Written by Huzayfah Patel
Updated over 2 months ago

Enroll for Self-Service Password Reset

  1. Sign in to the Self-serve portal using your Citrix email address and password.

  2. Go to the Enrolment tab.

  3. Choose and set up at least one of the following methods:

    • Security questions and email verification

    • Google Authenticator

    • Microsoft Authenticator

You can configure more than one method to give yourself backup options.

Method 1 – Set Up Security Questions and Email Verification

  1. On the Enrolment tab, scroll down to Security Questions & Answer.

  2. Click Set up.

  3. Select two security questions from the drop-down lists.

  4. Enter your answers to each question.

  5. Click Update to save your security questions.

These questions, along with email verification, will be used to confirm your identity when you reset your password.

Method 2 – Set Up Google Authenticator

  1. On the Enrolment tab, scroll down to Set Up Backup Verification Methods.

  2. Find the Google Authenticator box.

  3. Click Set up.

  4. Follow the on-screen instructions to:

    • Install or open the Google Authenticator app on your mobile device.

    • Scan the QR code or enter the setup key shown on screen.

  5. In Self-serve, enter the verification code displayed in the Google Authenticator app.

  6. Click Verify Code to complete the setup.

Once verified, you can use Google Authenticator as a backup method when resetting your password.

Method 3 – Set Up Microsoft Authenticator

  1. On the Enrolment tab, scroll down to Set Up Backup Verification Methods.

  2. Find the Microsoft Authenticator box.

  3. Click Set up.

  4. Follow the on-screen instructions to:

    • Install or open the Microsoft Authenticator app on your mobile device.

    • Scan the QR code or enter the setup key shown on screen.

  5. In Self-serve, enter the verification code displayed in the Microsoft Authenticator app.

  6. Click Verify Code to complete the setup.

Once verified, you can use Microsoft Authenticator as a backup method when resetting your password.

Next Time You Need to Reset Your Password

Once you have enrolled and configured at least one verification method, you can use the Self-serve password reset process. You will be asked to verify your identity using:

  • Your security questions and email, or

  • A code from Google Authenticator or Microsoft Authenticator, depending on what you set up.

If you are unable to enroll or complete these steps, please contact your internal IT team or your usual support channel for further assistance.

If This Does Not Work

Please refer to the alternative password reset article for Entra ID users, or contact your system administrator or raise a new case online, referencing the title of this article and confirming that Entra ID reset did not work.

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