A family member is locked out of a shared account
The account has either locked itself after too many wrong password attempts, or they're using the wrong email or password. Use the 'Forgot password' link on the sign-in page to reset it — this fixes it in a couple of minutes.
When a family member gets locked out, it's because they've entered the wrong password too many times or they're trying to sign in with the wrong email address. The account locks itself as a safety feature — it's not permanent. A password reset or a short wait is all it takes to get back in.
- ✓Have the email address that was used to create the shared account — ask the person who set it up if you're not sure
- ✓Make sure the locked-out family member is nearby so they can try signing in after the fix
- ✓Know the recovery email address for the account
Fix-IT-Bot will walk you through each step, just tap, no typing needed.
Skip, I just want a technicianCommon mistakes to avoid
- Trying to sign in again straight away after the account locks — this keeps the lock active longer
- Not checking the spam folder for the password reset email and giving up thinking it never arrived
- Typing the email address wrong when requesting the reset — the link goes to the wrong inbox
Signs you need professional help
- If the account is still locked after waiting 15 minutes, or the password reset email isn't arriving and it's not in spam, give us a call and we'll get it unlocked for you.
Book a technician
We can fix most issues remotely in 15 minutes. Book your weekend slot and we handle the rest.
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