Vault Tips: Locked out of your account? Don't worry!

Modified on: Tue, 26 Oct, 2021 at 12:14 PM

If you've ever been "locked out" of your Digital Vault account, we explain what this means and the steps you should take to get back into your account. 

What does the error "Your account is locked" mean?

When a user receives a message stating that their account is locked, it means either the user entered their login credentials incorrectly more than five times or they have used an incorrect Multi-Factor Authorization.

For security purposes, the system locks the account for 5 minutes, after 5 minutes has passed the account will be unlocked and the user can log in again with the correct credentials.

What do you do if you receive this message?

If you are locked out of your account, please wait for 5 minutes and log in again. The first login after the unlock should be done on the same device i.e. if you were locked out on the mobile, then you should log in after 5 minutes on the mobile-only.

Please note: If you keep trying with incorrect credentials, the system will keep adding extra time for every attempt. If you cannot remember the password, please wait for 5 minutes, then go to the login page, and click on "Forgot your password"

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.