Resolving the "Your Account is Locked" Issue
Quick steps to regain access when your account is locked
Written by Amanda Helpjuice
Updated at October 17th, 2025, by Amanda Helpjuice
Table of Contents
Why Your Account Is Locked How to Unlock Your Account What to Do If You Don’t Receive the Email Best PracticesIf you see the message "Your account is locked", it means your account was temporarily locked due to multiple incorrect password attempts. This article explains how to regain access quickly and securely.
In this article, you’ll learn:
- Why your account gets locked
- How to unlock your account automatically
- How to unlock your account immediately
- What to do if you don’t receive the unlock email
Why Your Account Is Locked
Your account is locked to protect it from unauthorized access after multiple failed login attempts. This is a security measure to keep your account safe.
Account locking is a per-user configuration. If your account is locked, it does not mean that every user in your KB has a locked account.
How to Unlock Your Account
Automatic Unlock
Wait 6 hours from the time your account was locked. After this period, your account will automatically unlock.
If the 6-hour period has already passed, your account may already be unlocked.
Immediate Unlock via Email
- Check your inbox for the unlock email we sent.
- Click the unlock link in the email to regain access immediately.
If you don’t see the email, check your spam/junk folder.
What to Do If You Don’t Receive the Email
Ensure you are checking the correct email account associated with your account.
If you still don’t receive the email, reach out to our support team for further assistance.
Best Practices
- Always use a strong, unique password.
- Avoid multiple failed login attempts to prevent account lockouts.
- Check your spam folder if you’re expecting an email.
- Contact support if the issue persists.