How do I unlock my account?

    ADSelfService Plus allows you to securely unlock your account through a self-service process without contacting your help desk. Before you can unlock your account, ADSelfService Plus verifies your identity using the authentication techniques configured by your administrator.

    Note:

    Self-service account unlock is available only for AD users.

    Your administrator decides which users can unlock their accounts using ADSelfService Plus.

    Make sure you have enrolled in the verification methods configured for your account before you attempt to reset your password or unlock your account. For details on the enrollment process, click here.

    You can unlock your account using any of the following methods:

    • Web browser: Access the ADSelfService Plus user portal from a web browser and unlock your account after verifying your identity.
    • Computer logon screen: Launch ADSelfService Plus directly from your computer's logon screen using the Reset Password / Unlock Account button and unlock your account without signing in.
    • Mobile device: Use the ADSelfService Plus mobile app on your Android or iOS device to verify your identity and unlock your account from anywhere.
    • Enterprise applications: Unlock your linked enterprise application accounts after verifying your identity, if account unlock is supported and configured by your administrator.

    Web browser

    1. Access ADSelfService Plus through a web browser. Click Account locked down?.
      The web browser login page, where you select Account locked down?
    2. Enter your Username. Select a directory from the drop-down menu. If your administrator has chosen not to display the directory field, it will not be visible to you. You can then simply continue to the next step.
    3. In the window that opens, the list of the authentication techniques enforced by your admin will be displayed. Choose an authentication method from the list. Enter the CAPTCHA code and click Continue. For more details on verifying your identity, click here.
      Selecting an enforced authentication method to verify your identity

    Computer logon screen

    You can access the ADSelfService Plus self-service portal directly from your computer's logon screen when you are unable to sign in because your account is locked.

    ADSelfService Plus allows you to launch its self-service portal from any machine running Windows, macOS, or Linux.

    Note: You can only use this feature if your administrator has deployed the login agent on your machine.

    Windows machines:

    1. Click the Reset Password / Unlock Account button on the login screen of your computer.
      The Reset Password / Unlock Account button on the Windows logon screen
    2. In the window that opens, click Account Unlock.
    3. Verify your identity via the enforced multi-factor authentication techniques, and unlock your account.
      The Account Unlock option in the ADSelfService Plus logon agent window on Windows

    Linux machines:

    1. Click the Reset Password / Unlock Account button.
      The Reset Password / Unlock Account button on the Linux login screen
    2. Click Account Unlock to unlock your account.
      Selecting Account Unlock on a Linux machine

    macOS machines:

    1. Press Control + Shift + Eject or Control + Shift + Power depending on your macOS version.
    2. Click the Reset Password / Unlock Account button.
      The Reset Password / Unlock Account button on the macOS login screen
    3. Verify your identity via the enforced multi-factor authentication techniques, and unlock your account.

    Mobile device

    ADSelfService Plus allows you to unlock your account via an Android and iOS mobile device.

    1. In the ADSelfService Plus mobile app, tap Account Unlock.
      Tapping Account Unlock in the ADSelfService Plus mobile app
    2. Enter your Username. Select a directory from the drop-down, and select Next.
      Note: If your administrator chose not to display the directory field, it will not be visible to you. You can simply continue to the next step.
    3. Verify your identity based on the multi-factor authentication techniques configured by your admin. Use the information you provided during enrollment to verify your identity. For more details, click here.
      Verifying your identity in the mobile app to unlock your account

    Enterprise applications

    ADSelfService Plus allows you to securely unlock your enterprise application account. You’ll need to first link your user account with your other enterprise applications.

    1. To unlock an enterprise account, select the appropriate account from the Select Account field on the Unlock Account page and verify your identity. Click here to learn more about verifying your identity via enforced multi-factor authentication techniques.
    2. You can also choose to unlock the accounts of multiple enterprise applications in one go.
    Note: Only your admin decides which users can use this feature.
    Unlocking linked enterprise application accounts after verifying your identity