I'm locked out of my Microsoft 365 account. What do I do?
The short answer: first work out which kind of locked out you are: wrong password, temporarily locked after too many attempts, lost or new phone, or account blocked by an admin. If you've forgotten your password, try resetting it yourself at aka.ms/sspr. If you've had too many attempts, stop and wait, it usually unlocks by itself. For a new phone or a blocked account, you need your IT person.
Work out what's actually wrong
The message on screen is your best clue:
| What you see | What it usually means | What to do |
|---|---|---|
| Your password is incorrect | Wrong password, or you've changed it and forgotten | Check Caps Lock, then reset at aka.ms/sspr |
| Your account is temporarily locked | Too many wrong attempts | Stop, wait, then try once more |
| You can't approve the sign-in or get a code | Your phone is lost, broken or replaced | Ask your IT person to reset your sign-in methods |
| Your account has been locked or sign-in is blocked | An admin has switched sign-in off | Contact your IT person |
Forgotten password: reset it yourself
Many businesses let staff reset their own password. This is called self-service password reset.
- Go to aka.ms/sspr (or click Forgot my password on the sign-in screen).
- Enter your work email address and complete the check.
- Prove it's you, usually with a code sent to your phone or personal email, or with the Microsoft Authenticator app.
- Choose a new password.
This only works if your business has switched it on and you've registered your details beforehand. If you get a message saying you can't reset your password, ask your IT person to reset it for you, and ask them about turning self-service reset on for next time.
Too many attempts: stop and wait
Microsoft 365 has a protection called smart lockout. After a number of wrong passwords, it temporarily locks the account to stop someone guessing their way in. It releases on its own, usually after a short time, and the lock gets longer if the wrong attempts keep coming.
So the worst thing you can do is keep guessing. Each wrong attempt can extend the lockout. Stop, find the right password or reset it, wait a few minutes, then try once more.
Also check your phone and any other devices. An old password saved on a phone or tablet can keep trying in the background and lock you out again and again.
New or lost phone: your admin needs to help
If you use the Microsoft Authenticator app or text codes to sign in (multi-factor authentication), losing or replacing your phone can leave you stuck. You can't approve the sign-in, and you can't set up the new phone without signing in. It's a bit of a chicken-and-egg problem.
The fix is for your admin to reset your sign-in methods (sometimes called "requiring re-registration"), or give you a temporary pass. You then sign in and set up the Authenticator app on your new phone.
Top tip for next time: if you're upgrading your phone and still have the old one, set up the Authenticator app on the new phone before you wipe the old one. And it's worth registering more than one method, such as a second phone number.
Account blocked by an admin
If your account has been blocked, you can't fix it yourself, and you shouldn't try. Admins block accounts for good reasons: someone has left, the account looks compromised, or there's a billing problem. Contact your IT person or your manager.
If you didn't cause the lockout
If your account says it's locked and you haven't been typing wrong passwords, tell your IT person straight away. It may mean someone else is trying to get into your account. Likewise if you get a sign-in approval request on your phone that you didn't start: tap Deny (or No, it's not me), never approve it, and report it.
Don't panic, the lockout is doing its job. But your IT person should check what's going on and may want you to change your password. See how do I know if my email has been hacked? for the warning signs.
Common questions
How long does a lockout last?
Usually not long, often around a minute for the first lockout, but it gets longer with each further wrong attempt. If you're still locked out after waiting a few minutes, contact your IT person.
Can't I just ask a colleague to sign in for me?
No. Never share passwords or approve sign-ins for someone else. Your IT person can get you back in properly, and usually quickly.
Will I lose my email if my account is locked?
No. Your email, files and settings are all still there. Being locked out only stops you signing in.
I'm the only admin and I'm locked out. Now what?
That's a tricky spot, and it's exactly why every business should have a second admin account kept safely for emergencies. If you buy Microsoft 365 through an IT company, they may be able to help. Otherwise you'll need Microsoft support. Our free Microsoft 365 audit checks for this kind of single point of failure.
Want us to check yours?
Our free Microsoft 365 audit looks at your licences, security, email and backups, and tells you in plain English what to fix first. No card, no obligation.