User Accounts Easy ~5 min

Password Reset or Account Locked

What to do if you are locked out of your account or need to reset your password.

Password Reset or Account Locked – Help Guide

Guide for resolving password and account access issues.

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Account Locked or Password Reset – What to Do

Steps to take when you are locked out of your account or need to change your password.

Easy

Account Locked

Your account may be locked if you have entered your password incorrectly too many times. Accounts typically unlock automatically after 30 minutes, or IT support can unlock it immediately.

To get unlocked quickly: Contact IT support and provide your full name and employee ID. For security, IT will verify your identity before unlocking your account.

Forgot Your Password

Contact IT support to have your password reset. For security:

  • IT will verify your identity before resetting your password
  • You will be given a temporary password that you must change on first login
  • Do not share your password with anyone, including IT staff — IT will never ask for your password

Changing Your Password

Press Ctrl + Alt + Delete → Change a password → enter your current password and your new password twice.

Password requirements: At least 8 characters, must include uppercase, lowercase, a number, and a symbol.

Tips to avoid lockouts

  • If you change your Windows password, update it in your phone's email settings too — old passwords in saved settings cause automatic lockouts
  • Disconnect and reconnect VPN after a password change
  • Update saved passwords in any other applications that use your work credentials

If these steps don't resolve your issue, try the tab for an interactive walkthrough.

Before you submit a support ticket

1 Try the tab — it will walk you through the most common fixes for this issue.
2 Check Known Issues to see if this is a reported outage or known problem.
3 Note the exact error message (if any) and take a screenshot if possible.
4 Note when the issue started and whether it affects only you or others too.

AI Ticket Note Generator

Describe your issue and we will draft a clear support ticket

If the issue persists, please submit a support ticket through our ticketing system. Include as much detail as possible to help IT support resolve the issue quickly.

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