Locked out of your work account? Here's what to do

First, work out what happened

• Forgot your password? Your organization may have self-service password reset. On the sign-in page, choose Forgot my password and follow the steps.
• Too many wrong tries? Accounts often unlock themselves after a short wait. Waiting a few minutes before trying again can save a call.
• New or lost phone? If your sign-in codes or approvals went to your old phone, you will need IT to reset your sign-in method.
• Password suddenly wrong? If you did not change it, someone else may have. Contact IT right away.

When you contact IT

• Use the usual support process, from another device or a colleague’s computer if needed.
• Expect to prove who you are. IT should verify your identity before resetting anything. That protects you from someone pretending to be you.
• Never share your password to get help. IT does not need it.

Prevent it next time

• Set up more than one sign-in method, such as an authenticator app and a phone number, so losing one does not lock you out.
• Before you replace your phone, move your authenticator app to the new one while you still have the old one.
• Use a password manager so you are not trying to remember passwords.