Your user account becomes locked when you enter bad credentials too many times.  This can happen when you enter the wrong password ten times in a row, or if you fail to correctly answer your security questions three times in a row.   You cannot log in when your account is locked however your roles will not be affected.  You cannot unlock your account.  Only your entity’s administrator or the Federal Service Desk can do that.  To send an unlock request, follow the steps below:

  • Attempt to log in.  An error message appears informing you that your account is locked.
  • Select “Send Unlock Request.”  This sends a notification to your entity administrator.
  • If you do not have an administrator of if you have a system account, contact the Federal Service Desk to unlock your account.
  • When your administrator or the Federal Service Desk unlocks your account, you will receive a reset password email.  Select the link in the email and enter a new password.  Your new password must be different than your previous ten passwords used in SAM and conform to the password requirements.  Your account will now be Active.