Unlock your account

When to use this

• Your account is locked after 5 failed sign-in attempts.
• You see the message Your account has been locked out.

Steps

1. Verify the caller (employee ID plus date of birth, or manager name, plus the OTP to the registered mobile).
2. Check the account status in Active Directory. Accounts unlock automatically after 30 minutes, but the Team Member can ask for an immediate unlock.
3. Unlock the account and ask the Team Member to sign in while on the call.
4. If they were locked out by a saved old password on a store device or phone, ask them to update it there so the lock does not repeat.
5. Log and resolve a ServiceNow incident, category Access > Account locked.

Escalate to an analyst when

• The account locks again within an hour (possible stale credentials or a security issue).
• The sign-in fails for a reason other than a lock, such as a disabled account.