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I'm locked out of my account. How do I get back in?

Locked out after failed login attempts? It's temporary for security. Wait an hour, reset your password, or check your 2FA code. Avoid shared accounts.

River Sloane
Updated by River Sloane

Locked out after a few failed login tries? Don't panic ✋ This usually happens automatically to keep your Knowledge Base secure, and it sorts itself out pretty quickly.

Why am I locked out?

If you enter the wrong password or the wrong two-factor authentication (2FA) code too many times in a row, our system temporarily locks your account. This is a security measure to stop anyone else from trying to guess their way in.

This lock is temporary. You should be able to log in again after about an hour.

What should I do?

  • Take a break and try again in an hour.
  • If you're not sure of your password, reset it rather than guessing again. Repeated wrong guesses will only extend how often you get locked out.
  • Double check your 2FA app is generating the correct code and that your device's clock is accurate, as TOTP codes are time based.

We'd recommend resetting your password as soon as you notice you're locked out. It's the quickest way to get back in, and it means you won't accidentally trigger the lock again while trying to remember your old one.

Using a shared team account? We strongly recommend against it. Multiple people logging in and out of the same account at once can cause unexpected logouts and lockouts, since the system can't tell who's meant to be in control.
Still locked out after an hour?

If it's been longer than an hour and you still can't get in, get in touch with us. We'll take a look and help you regain access.

Consider setting up a password manager to store your login details. It'll save you from mistyping your password (and accidentally locking yourself out again 😅).

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