---
title: Password Reset Windows Application
description: The Password Reset Windows Application enables a user, who forgets the password or is locked out of a Windows computer, to reset the password directly from the Windows login screen.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/password-reset/win-password-reset-overview.html
release: australia
product: Password Reset
classification: password-reset
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Exploring Password Reset, Password Reset, Manage service capabilities, Extend ServiceNow AI Platform capabilities]
---

# Password Reset Windows Application

The Password Reset Windows Application enables a user, who forgets the password or is locked out of a Windows computer, to reset the password directly from the Windows login screen.

## How the Password Reset Windows Application works

Administrators download and run an EXE or MSI file to install or distribute the application to user computers. The application installs a link on the Windows login screen. The user clicks the link \(**Forgot Password** as depicted in the examples on various Windows versions\) and is then guided through the process of resetting the password.

If your user is using Windows, 8.1, 10, or 11 operating system on the computer, a pop-up window opens after the user clicks the **Forgot Password** link. On the pop-up window, the user enters the user name. For the multi-identification type, the user enters a user name and email address and enters the displayed CAPTCHA if enabled for the process. If the CAPTCHA is incorrect, the user gets an error message.

\[Omitted image "identify-login-first-screen.png"\] Alt text: Windows login screen

\[Omitted image "identify-login-screen-with-captcha.png"\] Alt text: Windows login screen

This is an identification step, which takes the user to the verification step after clicking **next** on the pop-up window.

In the Verify step, the users can verify themselves using one of the following configured verification types for security:

-   Personal data: The user enters a user name or email. The personal data verifications compare the user’s answers with the available details. For example, the email address entered by the user must match with the available registered email address.
-   Authenticator app: The user enters the code generated by an authenticator app.
-   Security Questions: The user enters the answers to the security questions.
-   SMS: The user enters the verification code sent to the registered mobile number.
-   Email: The user enters the verification code sent to the registered email address.
-   Soft PIN: The user enters a soft PIN.

For example, the following images show verification using email.

\[Omitted image "verify-email-verifcation-first-step.png"\] Alt text: Personal data verification

\[Omitted image "verify-email-verification-second-step.png"\] Alt text: Email verification

After the successful verification, the users go to the Reset step. Based on the status of the user account and email provided, the reset step contains various types.

-   If the user account isn’t locked, the user enters a new password, enters the same password again in the **Retype password** field, and clicks **Reset Password**.
-   If the user account is locked, the user gets a message stating the account is locked, and if enabled, the user can view an option to unlock the account, or the user can continue resetting the password. For example, the following image shows both the **Unlock Account** and **Reset Password** buttons.

    \[Omitted image "unlock-button-reset-password.png"\] Alt text: Reset password

-   After the reset password process is complete, based on the configured type, the user either gets the auto-generated password on the pop-up window or an email containing the instructions to reset the password is sent to the user.