How to resolve 'Your account has been locked' due to too many incorrect password attempts

Summary

This guide helps you troubleshoot and resolve: How to resolve 'Your account has been locked' due to too many incorrect password attempts. Follow the steps below to fix the issue.

Common Causes

For security reasons, your account will automatically lock after a set number of unsuccessful login attempts. This prevents unauthorised users from attempting to guess your password through "brute force" attacks. If you have seen the message Your account has been locked, follow the steps below to regain access to your business environment.

Quick Fix Steps

Before requesting manual intervention, try these common self-service methods to unlock your account:

1. Wait it out: Many organisations have a lockout timer (typically 15 to 30 minutes). Try waiting for this period to elapse before attempting to log in again.
2. Self-Service Password Reset (SSPR): If your organisation has enabled this feature, click the Forgot my password or Reset it now link on the login screen.
3. Check for cached credentials: If you recently changed your password, an old password saved on your mobile phone or tablet may be attempting to sync in the background, causing the account to lock repeatedly.

Detailed Instructions

Using Microsoft 365 Self-Service Unlock

If your business uses Microsoft 365 and SSPR is active, follow these steps:

1. Navigate to the login page and enter your email address.
2. Select Forgot password?.
3. Verify your identity using your registered security methods (e.g., an SMS code, an email to a secondary address, or the Microsoft Authenticator app).
4. Create a new password. Once the password is changed, the account lock is automatically lifted.

Unlocking a Local Windows Account

If you are locked out of a local workstation that is not connected to a domain:

1. Restart your computer.
2. Wait for the login screen to appear.
3. If you have a secondary administrator account on the machine, log into that account.
4. Open Control Panel > User Accounts > Manage another account.
5. Select the locked account and choose Change the password.

For more information on managing local credentials, see Password reset (Windows login).

Troubleshooting

Why am I being locked out repeatedly?

If you unlock your account only to find it locked again a few minutes later, it is likely due to stale credentials. This happens when a device or application is trying to connect using an old password.

• Mobile Devices: Check the Mail and Calendar settings on your smartphone.
• Mapped Network Drives: Disconnect and reconnect network drives that may be using old login details.
• Credential Manager: In Windows, search for Credential Manager in the Start menu, select Windows Credentials, and remove any entries related to your business account.

When to request manual unlocking

You will need to request a manual unlock if:

• You do not have a secondary administrator account.
• Self-Service Password Reset (SSPR) is not configured for your account.
• You have forgotten your security questions or lost access to your MFA device.

To have a technician unlock your account, please Open a Ticket via the support portal.

Still Having Issues?