How to resolve 'Account Locked' errors after too many failed login attempts

Summary

This guide helps you troubleshoot and resolve: How to resolve 'Account Locked' errors after too many failed login attempts. Follow the steps below to fix the issue.

Common Causes

If you have entered an incorrect password multiple times, your account may be automatically locked as a security measure to protect your organisation's data from unauthorised access. This typically occurs within Microsoft 365, Active Directory, or local machine logins.

Identifying the Lockout

Depending on the system you are accessing, the error message will vary. Common indicators include:

• Microsoft 365: "Your account has been locked. Please contact your administrator."
• Windows Login: "The referenced account is currently locked out and may not be logged on to."
• Webmail: A prompt stating that too many failed attempts have been made and access is temporarily suspended.

How to Resolve the Lockout

Option 1 is the fastest method for most of our clients. If you are unable to self-serve, please proceed to Option 2.

Option 1: Self-Service Password Reset (SSPR)

If your organisation has enabled Self-Service Password Reset, you can unlock your account by verifying your identity.

1. Navigate to the Microsoft login page or your company's sign-in portal.
2. Enter your email address and click Next.
3. Select the Forgot my password link.
4. Follow the prompts to verify your identity via your registered mobile number or alternative email address.
5. Once verified, create a new password. This process automatically unlocks the account.

Option 2: Requesting a Manual Unlock

If SSPR is not enabled or you cannot verify your identity, a 220 Internet Services engineer must manually unlock the account in the admin console.

1. Using a mobile device or a different unlocked computer, visit the 220 Support Portal.
2. Log in with your portal credentials (if different from your locked account) or use the guest submission form.
3. Select Open a Ticket.
4. In the subject line, use: Account Lockout - [Your Full Name].
5. In the description, specify which service is locked (e.g., Email, Windows Login, or VPN).

Preventing Future Lockouts

Check for Saved Credentials

A common cause of "mystery lockouts" is an old password saved on a mobile device or tablet that continues to attempt to sync in the background.

• iOS/Android: Go to Settings > Mail > Accounts and update the password for any account linked to your organisation.
• Web Browsers: Clear your saved passwords in Settings > Autofill > Password Manager if you have recently changed your password.

Windows Credential Manager

If you are using a Windows PC, old credentials may be stored in the system vault.

1. Press the Windows Key and type Credential Manager, then press Enter.
2. Select Windows Credentials.
3. Look for any entries related to MicrosoftOffice16 or your company domain.
4. Select the entry and click Remove.

Still Having Issues?