Locked Out of Your Account: How to Get Back In – Sigma Engineered Solutions

Overview This article explains why accounts get locked, how to recover access, what to do if you can’t receive verification codes, and how to keep your account secure going forward. Follow the steps that match your situation.

Quick Checklist

Check for an error message on the sign-in screen (e.g., “Too many attempts,” “Temporarily locked,” “2-step code required”).
Try password reset.
Try your 2-step verification backup options (recovery codes, backup phone, authenticator).
If you’ve lost access to your email/phone, start account recovery and verify your identity.
If you suspect unauthorized access, secure your devices and update passwords immediately.

Common Reasons for Lockouts

Too many incorrect password or 2-step code attempts (temporary security lock).
Forgot password or changed devices.
Lost access to the email address or phone number on file.
Time drift or migration issues with an authenticator app.
Account disabled due to policy or suspicious activity.
Single Sign-On (SSO) issues with your work or school identity provider.

Step-by-Step Recovery

Forgot your password

Use “Forgot password” on the sign-in page.
Check your email for the reset link and complete the steps.
If you don’t receive the email, see “Not receiving emails or codes” below.

2-step verification (2FA/MFA) problems

Authenticator app codes not working:
- Ensure your phone’s date/time are set to automatic and correct.
- Try a different network or toggle airplane mode off/on.
- If you have recovery codes, use one to sign in.
Lost or replaced phone:
- Use a backup method (backup phone/SMS, recovery codes, security key).
- If none are available, start account recovery to prove ownership.
Security key issues:
- Try another USB port or browser.
- Use a backup method or recovery code.

No access to your email or phone

Start account recovery from the sign-in page.
Be ready to verify your identity (see “What we may ask to verify your identity”).
If you regain email/phone access later, you can complete the original verification.

Account temporarily locked after too many attempts

Wait the stated time (commonly 15–60 minutes) before trying again.
When the lock lifts, reset your password first, then sign in.
Avoid repeated attempts during the lockout window to prevent extending it.

Account disabled or under review

You will see a message indicating the account is disabled or suspended.
Review any emails from us explaining the reason and next steps.
Contact Support and include the reference number from the email or on-screen message.

Work or school accounts using SSO

If your organization uses SSO/IdP (e.g., Okta, Azure AD), contact your internal IT help desk.
If SSO is up but our app access is blocked, share any error codes with your IT team and our Support.

Not Receiving Emails or Codes

Check spam/junk and all folders, including Promotions/Updates.
Search your inbox for our domain and add it to your safe sender list.
Wait a few minutes; some emails can be delayed.
If using a corporate email, ask IT to allowlist our domain and check quarantine.
For SMS codes, verify you have signal and no SMS blockers; try “Resend code.”
For authenticator apps, confirm time sync and that you’re viewing the correct account/profile.

What We May Ask to Verify Your Identity Depending on your account type and region, we may request:

Proof of account ownership (recent invoices, last 4 digits of a payment method, transaction IDs).
Details only the account owner would know (account creation date/window, recent activity).
Government ID in some cases. If required, you’ll upload it securely through our verification portal. Do not email IDs or passwords.

If You Suspect Your Account Was Compromised

Immediately run antivirus/malware scans on your devices.
Change your email password and enable 2-step verification on your email.
Reset your account password with us and sign out of all sessions/devices.
Review recent activity, connected apps, and API tokens; revoke anything unfamiliar.
Update your security info: recovery email, backup phone, and regenerate recovery codes.

Prevent Getting Locked Out Again

Turn on 2-step verification and store recovery codes in a safe place.
Add at least two verification methods (authenticator app + backup SMS or security key).
Keep your recovery email and phone number current.
Use a reputable password manager to create and store strong, unique passwords.
Keep your device time set automatically and your OS/browser up to date.

FAQ

How long do temporary locks last? Typically 15–60 minutes after too many attempts. The exact time will be shown on-screen.
Will Support reset my password for me? For security, Support cannot see or set your password. They can initiate a secure reset or guide you through identity verification.
I changed phones and lost my authenticator. What now? Use recovery codes or your backup method. If you have none, start account recovery.
Traveling and not receiving SMS? Use your authenticator app or security key. If SMS is your only method, switch to Wi‑Fi calling or contact your carrier.
I can’t access my old email address. Can you update it? We’ll update the email after successful identity verification through the recovery process.

Contact Support If you still can’t sign in, contact us and include:

The email/username for the account (do not send passwords).
A description of the error message and when it occurs.
Any troubleshooting already tried.
Whether this is a personal or SSO/organizational account.
A safe phone number and time window for a call-back if needed. Note: For your security, never share your full credit card number, password, or one-time codes with anyone, including Support. We will only ask you to submit sensitive documents through our secure portal if required.

Still need help?

Start account recovery from the sign-in page.
Visit our Status page to check for ongoing login issues.
Reach out to Support via chat, email, or phone listed on our Contact page.