How to Unlock Your Account or Reset Your Password


If your account is suspended for information governance training reasons, you must contact the IT Service Desk.

Account lockouts commonly occur when a device (such as a laptop, phone, tablet, or smartwatch) continues to attempt login using an old or incorrect saved password, often after you have changed it.

This article explains what to do if you are locked out of your University of Leeds account or have forgotten your password.

It also highlights the steps that will not work if your account has been suspended due to incomplete Information Governance training.

I Know My Password but I Am Locked Out of My Account

When incorrect login attempts are made—either by you or by one of your devices—your account may be locked.

Step 1: Check if you are registered for Self‑Service Password Reset (SSPR)
  • If registered, you can unlock your account immediately using SSPR.
  • If not registered, the account will normally unlock automatically after around 30 minutes.

Find out How to register for SSPR.

Step 2: Remove saved / cached passwords first

Before attempting to unlock your account:

Failing to do this can cause immediate re‑lockout.

Step 3: Try logging in again once the account is unlocked

If the issue continues, contact the IT Service Desk.

I Have Forgotten My Password

Step 1: Use Self‑Service Password Reset (if registered)

If you have registered for SSPR, you can create a new password straight away.

Step 2: Remove saved passwords before resetting

To avoid being locked out again:

Step 3: If you are NOT registered for SSPR

You will need to visit the IT Service Desk and bring a form of photo ID.

  • Password changes are usually completed within two working hours
  • Urgent requests may be completed while you wait (during normal office hours)

If you cannot visit in person:

  • Call the IT Service Desk on +44 113 343 3333
  • Telephone support is available 08:00–16:00

Ensure your new password meets the University’s good password guidelines.

When These Steps Will Not Work

These steps will not unlock your account if it has been suspended for mandatory Information Governance training non‑completion.

In this case, please contact the IT Service Desk directly.

Frequently Asked Questions ❓

Why does my account lock even when I type the correct password?

Often a device you own is still trying to connect with an old saved password, causing repeated lockouts.

How do I know if my account is suspended due to information governance training?

You will usually receive a notification explaining the suspension. Unlock steps will not work until training is completed.

Can the IT Service Desk unlock my account immediately?

Yes, if the issue is not related to information governance training. They can unlock or reset your password during normal support hours.

Does forgetting eduroam really matter?

Yes. Leaving old Wi‑Fi credentials saved is one of the most common causes of repeated lockouts.

What is Self‑Service Password Reset (SSPR)?

SSPR lets you unlock your account or reset your password without contacting IT, provided you register in advance.