Summary: This article explains what to do if your Microsoft 365 (email) account is temporarily locked and how to quickly regain access.
For staff only
Overview
You may see a message that your account is locked when trying to sign in to email or Microsoft 365 services.
This is called a Smart Lockout and is used to protect your account from unauthorized access.
- Trigger: 5 failed sign-in attempts
- Lockout Duration: 15 minutes
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If you keep trying the wrong password, the 15-minute timer will restart. |
What You May See
“Your account is temporarily locked to prevent unauthorized use. Try again later, and if you still have trouble, contact your admin.”
What You Should Do
✅ Option 1: Wait for Automatic Unlock (Recommended)
- Wait 15 minutes
- Do not attempt to sign in during that time
- After 15 minutes, try again with the correct password
This is the easiest and fastest option.
✅ Option 2: Unlock Your Account Using Self-Service
You can unlock your account using the Self-Service Password Reset (SSPR) tool:
- Go to Self-Service Password Reset
- Select “I can’t access my account”
- Enter your username
- Choose “I forgot my password” or “I know my password but can’t sign in”
- Follow the prompts to verify your identity
- Set a new password if prompted
✅ Resetting your password will clear the lockout immediately.
✅ Option 3: Contact the Help Desk
- Phone: 614-365-8425
- Hours: Monday – Friday, 6:30 AM – 5:00 PM
Contact the Help Desk if your account remains locked after waiting or if you cannot complete the self-service process.
Why This Happens
This lockout occurs when Microsoft detects too many incorrect sign-in attempts.
- Entering the wrong password multiple times
- A saved password on a device is incorrect
- Background apps trying to sign in with an old password
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Even if you enter the correct password, another device using an old password may still cause lockouts. |
How to Prevent It
- Update your password on all devices (phone, laptop, apps)
- Remove saved passwords that may be outdated
- Ensure email apps are using your current password
Still Having Issues?
- If your account keeps locking, something is still using the wrong password
- Check recent activity at Recent Sign-ins
- Contact IT if the issue continues