It’s Monday morning. You start your PC. The password is not accepted. The important presentation starts in 15 minutes.
You are not alone: according to Gartner, 40% of all IT helpdesk queries are due to forgotten passwords. This costs German companies an average of €70 per incident – and that quickly adds up. But before you panic and frantically call IT support: In most cases, you can solve the problem yourself – often in less than ten minutes.
The good news: in 90% of cases, you can reset your password yourself in just a few minutes. We’ll show you how – depending on which system you use.
Quick check: Which account do you use?
Before you begin the password recovery process, it is crucial to understand what type of account you are using. This one factor will determine whether you solve your problem in five minutes or an hour – or whether you need IT help at all.
Microsoft account (easier to solve)
- You log in with an e-mail address (e.g. name@outlook.com)
- Your PC synchronizes with other devices
- You use OneDrive, Office 365 or the Microsoft Store
The Microsoft account is like a digital master key for all Microsoft services. Once you reset it, the new password will work everywhere – from your PC to Outlook to your Xbox. While this makes recovery easier, it also means you need to be extra careful.
Local account (more difficult)
- You only have one user name without an @ sign
- No cloud synchronization
- Classic Windows installation
The local account is like an old front door key – it only works for this one PC and nowhere else. This used to be the standard, but today most users use Microsoft accounts. A local account has advantages in terms of data protection, but makes password recovery more complicated because there is no central location that can confirm your identity.
Not sure? Am Anmeldebildschirm sehen Sie unter dem Passwortfeld Ihre E-Mail-Adresse (Microsoft-Konto) oder nur einen Namen (lokales Konto).
Lösung 1: Windows Passwort vergessen (Microsoft-Konto)
Die einfachste Methode – funktioniert in 5 Minuten
Wenn Sie ein Microsoft-Konto verwenden, haben Sie Glück. Microsoft hat den Wiederherstellungsprozess bewusst so einfach wie möglich gestaltet – schließlich nutzen Millionen von Menschen weltweit denselben Account für ihren PC, ihre E-Mails und ihre Cloud-Daten. Die Wiederherstellung funktioniert von jedem Gerät aus, egal ob Sie vor Ihrem gesperrten PC sitzen oder gerade unterwegs sind.
Schritt-für-Schritt-Anleitung:
- Vom gleichen PC aus:
- Klicken Sie am Anmeldebildschirm auf “Passwort vergessen”
- Oder verwenden Sie einen anderen PC/Smartphone
- Reset password:
- Besuchen Sie: account.live.com/password/reset
- Wählen Sie “Ich habe mein Kennwort vergessen”
- Geben Sie Ihre E-Mail-Adresse ein
- Identität bestätigen: Sie haben zwei Optionen: Option A: Sicherheitscode per E-Mail
- Code wird an Ihre hinterlegte Wiederherstellungs-E-Mail gesendet
- Enter code and assign new password
- Frage wurde bei der Konto-Erstellung festgelegt
- Richtige Antwort eingeben
- Neues Passwort festlegen
- Neues Passwort erstellen:
- Mindestens 8 Zeichen
- Kombination aus Groß-/Kleinbuchstaben, Zahlen, Sonderzeichen
- NICHT das alte Passwort wiederverwenden!
- Am PC anmelden:
- Verwenden Sie das neue Passwort
- Bei erstem Login dauert es etwas länger (Synchronisation)
Wichtig: Das neue Passwort gilt für ALLE Microsoft-Dienste (Outlook, OneDrive, Office 365, Xbox, etc.)
Lösung 2: Windows 10/11 Passwort vergessen (lokales Konto)
Wenn Sie ein lokales Konto verwenden, wird die Sache etwas komplizierter. Anders als bei Microsoft-Konten gibt es keine zentrale Stelle, die Ihre Identität bestätigen kann – Ihr Passwort existiert nur auf diesem einen PC. Das hat Vorteile beim Datenschutz, bedeutet aber auch, dass Sie auf verschiedene technische Lösungswege zurückgreifen müssen, je nachdem, wie Ihr System konfiguriert ist.
Methode A: Sicherheitsfragen (Windows 10 ab Version 1803 & Windows 11)
Voraussetzung: Sie haben bei der Einrichtung Sicherheitsfragen festgelegt.
Dies ist die einfachste Methode für lokale Konten – vorausgesetzt, Sie haben bei der Ersteinrichtung Ihres PCs Sicherheitsfragen konfiguriert. Microsoft hat diese Funktion mit dem Windows 10 April 2018 Update eingeführt, um Nutzern lokaler Konten eine Self-Service-Lösung zu bieten. Wenn Sie Ihren PC nach April 2018 eingerichtet haben, stehen die Chancen gut, dass diese Option verfügbar ist.
- Geben Sie ein falsches Passwort ein
- Klicken Sie auf “Passwort zurücksetzen” (erscheint nach Fehleingabe)
- Beantworten Sie die drei Sicherheitsfragen
- Vergeben Sie ein neues Passwort
- Fertig!
Problem: Keine Sicherheitsfragen angezeigt? Dann wurden sie nicht eingerichtet. Weiter zu Methode B.
Falls Sie die Sicherheitsfragen nicht sehen, bedeutet das leider, dass Ihr Konto ohne diese Schutzmaßnahme erstellt wurde – entweder weil Ihr Windows zu alt ist oder weil Sie den Einrichtungsschritt übersprungen haben. In diesem Fall müssen Sie einen der alternativen Wege einschlagen, die wir Ihnen gleich zeigen werden.
Methode B: Administrator-Konto nutzen
Voraussetzung: Ein anderer Benutzer mit Administrator-Rechten ist auf dem PC vorhanden.
This method is particularly relevant in the corporate environment. Most company PCs have at least two accounts: Your personal user account for day-to-day work and an admin account that is only used for system updates and installations. In this case, the solution is so close – you just need someone with admin rights to briefly log on to your PC.
This is how it works:
- Log in with admin account
- Have a colleague with admin rights log you in
- Or: Use your own admin account (if available)
- Open user administration:
- Press Windows key + R
- Enter:
control userpasswords2 - Confirm with Enter
- Reset password:
- Select the affected user account
- Click on “Reset password”
- Enter a new password (twice)
- Confirm with OK
- Log out and test:
- Log out of the admin account
- Log in with the new password
Method C: Password reset disk (USB stick)
Prerequisite: You have previously created a recovery USB.
If available:
- Insert the USB stick
- Click on “Reset password” on the login screen
- Follow the wizard
- Assign a new password
For the future: Create a rescue stick now!
- Control Panel → User Accounts → Create password reset disk
Method D: Command prompt (for IT professionals)
ATTENTION: This method requires technical understanding. In case of uncertainty → contact IT support.
Required: Windows installation USB or DVD
Quick guide:
- Boot from Windows installation media
- For setup: Shift + F10 (opens command prompt)
- Command:
net user [Benutzername] [NeuesPasswort] - Restart PC
- Log in with a new password
Example:
net user MartinMüller Neues2024!
Most common password reset mistakes (and how to avoid them)
Sometimes it’s not the forgotten password that locks you out – but trivial typos or technical details. Over the years, we’ve seen hundreds of cases of users desperately trying to log in when their password was actually correct. The following mistakes are so common that we call them ‘The Four Classics’.
❌ Error 1: Caps Lock is active
Symptom: You are sure that you have entered the correct password – but it does not work.
This is the classic par excellence – and the reason why so many IT support staff roll their eyes inwardly when someone calls about a forgotten password. The Caps Lock key turns your ‘password2024!‘ into ‘pASSWORD2024!‘. Windows makes a strict distinction between upper and lower case and you are locked out.
Solution:
- Look at the small LED light on your keyboard
- Deactivate Caps Lock
- Enter password again
Tip: Click on the eye symbol in the password field to see what you have entered.
❌ Error 2: Keyboard layout in English
Symptom: Special characters are entered incorrectly (e.g. Y becomes Z)
The German and American keyboard layouts differ in some important respects. This is not normally noticeable – until you enter a password with special characters. Suddenly you no longer find the @ sign in its usual place, Y and Z are reversed.
Solution:
- At the bottom right of the screen: Check language setting
- Should be DEU (German), not ENG (English)
- You can switch between layouts with Alt + Shift
❌ Error 3: Numeric keypad does not work
Symptom: Numbers in the password are not recognized
Many people instinctively type passwords using the numeric keypad on the right-hand side of the keyboard. Faster, more efficient, more familiar. But when the Num Lock key is deactivated, the numeric keypad does not enter numbers, but controls the cursor. Your ‘2024’ becomes nothing and you no longer understand the world.
Solution:
- Activate Num Lock (LED control on keypad)
- Or: Enter numbers via the top row of numbers
❌ Error 4: Wrong account selected
Symptom: You have several user accounts on the PC
This error happens more often than you might think – especially on family PCs or company computers with multiple user accounts. You enter your password, it is rejected and you don’t understand why. Then you realize that you are trying to log in to the ‘Michael’ account with the password for ‘Sarah’.
Solution:
- Check at the bottom left of the login screen
- Choose the right account
- Then enter password
What does a forgotten password cost your company?
At first glance, a forgotten password may seem like a minor annoyance – ten minutes lost, a quick call to support, problem solved. But if you take a closer look and take all the factors into account, it quickly becomes clear that these ‘minor annoyances’ add up to considerable costs that do not appear on any balance sheet, but are nevertheless very real.
Cost calculator for SMEs
Example calculation for a company with 50 employees:
| Position | Value | Costs/year |
|---|---|---|
| Employees | 50 persons | – |
| Password resets per year/person | 2x | 100 incidents |
| Time spent by employees | 15 min. | – |
| Time spent on IT support | 10 min. | – |
| Average hourly wage (incl. NK) | 40 € | – |
| Total costs working time | 4.167 € | |
| Costs per ticket (system, admin) | 20 € | 2.000 € |
| TOTAL | 6,167 €/year |
For 100 employees: over €12,000 per year
Additional hidden costs:
- Loss of productivity during waiting time
- Missed appointments and deadlines
- Frustration in the team
- Disrupted workflows
The solution: Password manager for companies
There is a solution to this problem – and it’s simpler and cheaper than most people think. Password managers aren’t just for tech companies or security fanatics. They’re a practical tool for any company that wants to save money and make its employees more productive.
Why use a password manager?
✅ Employees only need to remember 1 master password
✅ Auto-fill – no more typos
✅ Secure passwords – automatically generated (20+ characters)
✅ Central administration – IT keeps track
✅ Self-service – no more helpdesk tickets
✅ GDPR-compliant – encrypted storage
Costs vs. benefits
The math is simple – and convincing. Let’s take our example from earlier: the company with 50 employees that spends €6,167 a year on password resets.
Investment:
- Password manager (1Password, Bitwarden, LastPass): €3-8 per user/month
- Setup: 1-2 hours per 10 employees
- Training: 1 hour for all employees
Savings (50 employees):
- Helpdesk tickets: -90% (only 10 incidents instead of 100)
- Annual savings: approx. €5,500
- ROI: After 2-3 months
Prevention: How to never forget a password again
The best solution for forgotten passwords is to never forget them in the first place. It sounds trivial, but with the right tools and strategies, it’s completely realistic.
For private individuals:
- Use a password manager (free of charge: Bitwarden, for a fee: 1Password)
- Activate browser password manager (Chrome, Firefox, Edge)
- Set up password recovery:
- Enter an alternative e-mail address
- Phone number for SMS codes
- Define security questions
- Create password pattern: Example:
[Dienst][Jahr][Symbol]- Amazon: Amazon2024!
- Google: Google2024#
For companies:
Immediate measures (this week):
☑️ Activate Self-Service Password Reset
- Microsoft 365: Azure AD Self-Service Password Reset
- Local: Tools such as Specops uReset
- Saves 40% of helpdesk time
☑️ Define password guidelines
- Minimum length: 12 characters
- Complexity: upper/lower case letters, numbers, special characters
- Expiration: Every 90 days (or better: no expiry obligation + 2FA)
☑️ Introduce two-factor authentication (2FA)
- Microsoft Authenticator
- Google Authenticator
- YubiKey (hardware token)
Medium-term (next 3 months):
☑️ Roll out password manager
- Pilot phase with IT department
- Gradually extend to all employees
- Conduct training courses
☑️ Implement Single Sign-On (SSO)
- One login for all company applications
- Drastically reduces the number of passwords
☑️ Perform password audits
- Identify weak passwords
- Reveal passwords that are used more than once
- Recognize compromised passwords (Have I Been Pwned)
When should you seek professional IT help?
Sometimes do-it-yourself is no longer an option. There are situations in which you are better off seeking professional help – not only to save time, but also to prevent further damage.
You need IT support when:
🚨 All methods have failed
🚨 Important business data is on the PC
🚨 BitLocker encryption is active
🚨 You are unsure about technical steps
🚨 It is a company PC (legal aspects)
🚨 The PC is part of a domain
What an IT service provider does for you:
✅ Professional password reset – without data loss
✅ Backup your data – before any tampering
✅ Documentation – for compliance
✅ Prevention – so it doesn’t happen again
✅ Emergency support – even outside business hours
Frequently asked questions (FAQ)
No, this is not possible for security reasons. Passwords are stored in encrypted form and cannot be “read”. You can only assign a new password.
No, your files will remain unchanged. Only the login password will be changed. However, problems may occur with encrypted files (EFS).
Microsoft now recommends: Not at all – as long as you:
- Use a strong password (12+ characters)
- have activated two-factor authentication
- There are no signs of compromise
Has a secure password:
- At least 12 characters (better 16+)
- Upper and lower case letters
- Figures
- Special characters
- No personal information (name, date of birth)
- No dictionary words
Example of a strong password: Meine1.Katze!heißt*Luna#2024
No, even IT administrators cannot view passwords. They can only reset them.
In this case, it will be very difficult. Microsoft offers a recovery form, but success is not guaranteed. Important: Always maintain up-to-date recovery options!
The methods work to some extent. However, Windows 7 has not been secure since 2020 (no updates). Highly recommended: Upgrade to Windows 10 or 11.
Sure, if:
- Your recovery email itself is well protected (2FA!)
- You regularly check whether the e-mail you have stored is still up to date
- No one else has access to your emails
Emergency checklist: Forgotten password
Print out this checklist and put it in the team:
Step 1: Keep calm
- [ ] Take a deep breath
- [ ] Do not panic
- [ ] Take your time (5-10 minutes is usually enough)
Step 2: Check the basics
- [ ] Is Caps Lock active? (LED control)
- [ ] Correct keyboard layout? (DEU not ENG)
- [ ] Num Lock activated for numbers?
- [ ] Correct user account selected?
Step 3: Identify account type
- [ ] Microsoft account (with @)? → account.live.com/password/reset
- [ ] Local account? → Security questions or admin reset
Step 4: Reset password
- [ ] Microsoft account: E-mail code or security question
- [ ] Local account: Answer security questions
- [ ] Admin available? → control userpasswords2
Step 5: Document new password
- [ ] Choose secure password (12+ characters)
- [ ] Save in password manager
- [ ] NOT on a note on the monitor!
Step 6: In case of failure
- [ ] Contact IT support
- [ ] Do not experiment yourself (risk!)
- [ ] Create ticket with details
Step 7: Prevention (after successful registration)
- [ ] Install password manager
- [ ] Store recovery e-mail
- [ ] Activate 2FA
- [ ] Define security questions
Typical password problems that we solve for companies:
✅ Mass password resets after vacation
✅ Password policies too complex → Employees write them on pieces of paper
✅ No self-service solution → IT team overloaded
✅ Different systems → Dozens of passwords per employee
✅ No 2FA → High security risk
✅ Forgotten admin passwords → System access lost
We set up:
- Single Sign-On (SSO)
- Password manager for teams
- Self-Service Password Reset
- Two-factor authentication
- Password guidelines according to best practice
- Training for employees
Contact & Booking
Online: 🌐 itsupport.online
📧 info@itsupport.online
By telephone: 📞 +49 (0)30 2359 0378-4
Mon-Fri: 9:00 am – 6:00 pm
Germany-wide service:
- Remote support via remote maintenance
- On-site service throughout Germany
- 24/7 emergency hotline (optional)
