Knowledge base

1. 1Go to https://passwordreset.microsoftonline.com on any device.
2. 2Enter your work email address and complete the captcha.
3. 3Choose how to verify (text, call, or authenticator app) and enter the code.
4. 4Create a new password: at least 12 characters — a short phrase works great.
5. 5Sign back in on your phone and computer with the new password (Outlook may prompt you).

Tip: If it says your account isn't set up for self-service reset, submit a ticket and we'll reset it for you.

1. 1If you sign in with a Microsoft account, click “I forgot my password” on the login screen and follow the prompts.
2. 2If your PC is on a company domain or uses a local account, you'll need us to reset it — submit a ticket marked High.
3. 3Never write passwords on a sticky note on the monitor. Use a password manager instead.

1. 1Unplug the power from your modem (the box from your internet provider) AND your Wi-Fi router.
2. 2Wait a full 60 seconds.
3. 3Plug the modem back in first. Wait until its lights are solid (2–5 minutes).
4. 4Plug the router back in and wait another 2 minutes.
5. 5On your computer or phone, turn Wi-Fi off and back on, then reconnect.

Tip: If only one device can't connect, restart that device first. If nobody can connect after a restart, check your provider's outage page, then submit a ticket.

1. 1Check the printer screen for paper jams, low toner, or an error code.
2. 2Turn the printer off, wait 30 seconds, and turn it back on.
3. 3On Windows: Settings → Bluetooth & devices → Printers & scanners → pick your printer → Open print queue → cancel stuck jobs.
4. 4Make sure you picked the right printer in the print dialog (not “Microsoft Print to PDF”).
5. 5Restart your computer and try again.

Tip: Tell us the printer model and any error code shown — a photo of the screen helps a lot.

1. 1Don't panic, and don't enter any more passwords.
2. 2Disconnect the computer from the internet (unplug the cable or turn off Wi-Fi).
3. 3From a different device, change the password for the account you entered (start with email).
4. 4Submit a ticket marked High (or Down if you can't work) — we'll check the machine.

1. 1Submit a request a few days before their first day, if you can, and choose the category “New User Setup”.
2. 2Include their full name, job title and start date.
3. 3List what they'll need: email account, computer or laptop, printer access, shared folders and any business software.
4. 4Tell us whose access theirs should match, for example “same as Maria at the front desk”.
5. 5On their first day, we'll help them sign in, turn on two-step verification and check everything works.

Tip: When someone leaves, submit a request the same day so we can turn off their access and keep their email and files safe.

1. 1Submit a request with the category “New Business Setup” as early as you can, ideally a few weeks before opening.
2. 2Tell us how many people will work there and what they'll do (front desk, sales, office staff).
3. 3Include the address and when internet service will be installed, or ask us to help choose a provider.
4. 4List what you'll need: business email, computers, printers, Wi-Fi, shared files and any business software.
5. 5We'll plan it with you, set everything up, and make sure backups and passwords are secure before day one.

Tip: Already have a domain name (like yourbusiness.com)? Include it, and we'll set up matching email addresses.

1. 1Windows: press Windows + Shift + S, drag a box, then paste or save from the notification.
2. 2Mac: press Command + Shift + 4 and drag a box. It saves to your Desktop.
3. 3iPhone: press the side button + volume up. Android: power + volume down.
4. 4Attach the image to your ticket (JPG, PNG or PDF, up to 10 MB).