Account & Password
What to Do If You're Locked Out
This guide explains what causes an M365 account lockout and what to do to regain access as quickly as possible.
Time needed
5–15 minutes
Platform
Microsoft 365
Guide steps
3 clear sections
Before you begin
Access to your registered mobile phone or an alternative device to contact the helpdesk.
Follow along
Step-by-step guide
Understand why you are locked out
- Instruction 1: Microsoft 365 automatically locks an account after a number of consecutive failed password attempts (the exact number is set by your IT team). This is a security measure to block attackers from guessing your password.
- Instruction 2: A lockout can also be triggered by a Conditional Access policy — for example, if you are signing in from an unusual location or an unmanaged device.
- Instruction 3: If you see a message saying 'Your account has been locked', do not keep trying different passwords — this will extend the lockout.
Action map
Understand why you are locked out
- 01
Microsoft 365 automatically locks an account after a number of consecutive failed…
- 02
A lockout can also be triggered by a Conditional Access policy — for example, if you are…
- 03
If you see a message saying 'Your account has been locked', do not keep trying different…
Visual guide
Use this visual action map alongside the written instructions above.
Open Microsoft account security help for What to Do If You're Locked OutWait for an automatic unlock
- Instruction 1: Many account lockouts clear automatically after 10–30 minutes. Wait at least 15 minutes without attempting to sign in again.
- Instruction 2: After waiting, go to portal.office.com, enter your email address, and try your correct password.
- Instruction 3: If you are now able to sign in, the lockout has lifted. If not, move on to Step 3.
Contact the helpdesk
- Instruction 1: If the account is still locked after waiting, you will need an administrator to unlock it manually.
- Instruction 2: Contact the helpdesk by phone or via a personal email address (not your locked work address). Provide your full name and work email address.
- Instruction 3: The helpdesk will verify your identity and unlock the account. They may also ask you to change your password if they suspect it has been compromised.
- Instruction 4: Once unlocked, sign in immediately and use a strong, unique password. If you have not set up self-service password reset, ask the helpdesk to enable it for you.
Quick fixes
Troubleshooting
I am locked out but I know my password is correct
If the lockout was triggered by a security policy rather than failed attempts — for example, you are signing in from a new country or device — you will need the helpdesk to review and clear the block. Contact them with your usual contact details.
My account keeps locking again after the helpdesk unlocks it
Another device (such as a phone) may be trying to sign in with an old, saved password and repeatedly locking the account. Update the saved password on all your devices, then ask the helpdesk to unlock your account one more time.
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