Applies to: Cloud Portal
Summary
For your security, your account is locked after several failed sign-in attempts. This article explains why this happens and how to unlock your account yourself without administrator assistance.
If you have forgotten your password but your account is not locked, see Cloud Portal: How do I reset my password?
Reasons the Account is Locked
If you enter an incorrect password five times in a row, your account is automatically locked to protect it from unauthorized access. When this happens:
- You cannot sign in until your account is unlocked.
- The login screen displays a message explaining that your account is locked and how to restore access, for example: Your account has been locked. Please reset it via ‘Forgot password?’.
- You receive an Account locked email with instructions for unlocking your account.
Unlocking Your Account
The account is unlocked by resetting your password. Completing the reset restores your account to Active automatically.
To unlock your account:
- On the login screen, click Forgot password? or use the link in your Account locked email.
- Confirm the email address associated with your account and click Send Instructions.
- Open the Reset password email and click Reset my password.
- On the Setup your password screen, enter your new password and click Update password.
Once your password is updated, your account is unlocked and you can sign in with your new password.