Forgotten password or locked out

If you've forgotten your password - Use the "Forgotten password" or "Can't access your account?" link on the sign-in page, if there is one. You'll usually confirm who you are with your phone or a backup email. - Otherwise, raise a ticket or phone the service desk. We'll check it's really you before resetting it.

If your account is locked - Accounts lock after several wrong attempts. Wait 15–30 minutes and try again, carefully. - Check Caps Lock is off and you're using the right keyboard language. - If a phone or tablet has your old password saved (for email, for example), it can keep locking you out. Update or remove the account on that device.

If you didn't lock it yourself, someone else may be trying to get in. Tell us straight away.