A family member is locked out of a shared account
If they forgot the password, they can reset it using the 'Forgot password' link on the sign-in page — an email with a reset link will arrive. If they've tried too many times, the account locks for a few minutes as a safety measure. Wait 15 minutes and try again.
Family accounts sometimes get locked because of too many wrong password attempts — this is a safety feature to stop strangers getting in. A password reset solves most cases. If they can't reset the password or the email isn't arriving, the account can have a different email address attached to it than they think.
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 immediately after the account locks — this keeps the lock active longer
- Not checking spam folder for the password reset email — it lands there sometimes
- Typing the email address wrong when requesting the reset — the link goes to the wrong inbox
Signs you need professional help
- The account is still locked after 15 minutes of waiting
- The password reset email isn't arriving after 5 minutes and it's not in spam
- The password reset link isn't working or the new password isn't accepted
Book a technician
We can fix most issues remotely in 15 minutes. Weekend appointments — book your slot and we handle the rest.
Can't fix it yourself?
Most issues are resolved remotely in 15 minutes. Weekend appointments only — no parts, no in-home visit needed.