There can be several reasons why your account is getting locked out:
- You entered an incorrect password too many times
- You recently changed your password, but a device or web browser is using cached or "remembered" login information that is now incorrect
- In Duo, you didn't respond to multiple push or call requests to authenticate.
- Your account was locked by ITC Security due to suspicious activity on your account
Below are suggestions for addressing each of these issues.
Repeated incorrect password attempts
Is your password a complicated one? If so, it is possible that you routinely mistype one character, perhaps while quickly changing from upper to lowercase letters or between numbers and symbols. Open a text document and quickly type your password multiple times to look for any consistently mistyped characters, then consider changing your password. Or, it may be possible that your keyboard is having issues with particular keys. Experiment to isolate the potential causes of simple text entry errors.
Changed password? Update all cached credentials
One of the primary causes of multiple account lockouts following a password reset is the issue of cached credentials. When logging into a service, we are routinely asked if we want to "remember this password?" If we say yes, the login information is saved on your computer or in your web browser. The next time you access the site, it attempts to login with the old saved information. Doing this too many times can result in a locked account. As soon as you change or reset your password, make sure to check all your devices (laptop, phone, tablet).
Duo Lockouts
If you fail to respond to a Duo prompt (push, call, etc.) nine (9) times, your Duo account will lock. However, this lock is temporary and should only last 30 minutes before it resets and you can try again. If you are unable to wait, please call the ITC Service Desk at 603-646-2999 and they can help you to clear the lockout more quickly
ITC Security Lockout
If suspicious activity was detected on your account, the ITC Security division may lock your account to keep the account safe. When this happens, ITC Security will usually contact the ITC Service Desk and they will reach out to you to offer assistance to regain access to your account and provide follow-up resources if your account was actually compromised. If you believe your account was locked due to suspicious activity, or if you believe your account was compromised, please contact us.
Contact Us
- Call the IT Service Desk at 603-646-2999 at any time.
- Submit a ticket here.
- Professional School faculty, staff and students should contact their school’s IT support office.