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The user is locked after too many login attempts

If you've entered the wrong password three times, your user is temporarily locked. Here we explain what happens and what you should do.

Written by Florence C.L.H. Kröger-Smedmann

What happens when you enter the wrong password too many times?

For security reasons, your user account is temporarily locked if the wrong password is entered three times in a row. This is an automatic protection against unauthorized access.

How long does the lock last?

The lock is lifted automatically after about one hour. You don't need to contact us – just wait until the lock period is over and try to log in again.

What should you do now?

  1. Wait about one hour.

  2. Try to log in again with the correct password.

  3. If you're unsure of your password, you can use the [Forgot password]⚠ function on the login page to set a new one.

When should you contact us?

If you still can't get in after the hour has passed, or if you get other error messages, you're welcome to contact us. Please have the following ready:

  • The email address you log in with

  • The exact error message you see on screen

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