What to Do if Your Account is Locked

Check which message you see

A sign-in lockout, missing account details and overdue billing have different causes. Read the page's explanation before trying again.

Temporary sign-in lockout

1. Five failed password attempts temporarily lock sign-in for five minutes. Wait for the countdown, then try with the correct email and password.
2. If you do not know the password, select Forgot your password? on the sign-in page and follow the recovery instructions.
3. If you still need help, ask your administrator to check your account and reset the lockout.

A successful password recovery clears the login lockout and ends existing sessions and biometric device access. If you suspect unexpected sign-in attempts, recover your password and notify your Organisation Admin.

Required details before My Roster

If you reach a page titled Finish setting up your account, your organisation requires details that are missing from your profile. Complete the displayed steps and save them to unlock My Roster. See Completing Your Required Account Details.

Overdue organisation billing

If an overdue payment page appears, contact your Organisation Admin. They can review the invoice and payment method. See What Happens When a Payment Fails.

If none of these applies

Give your administrator the exact displayed message and the page you were opening. See Resetting Your Password for password recovery help.