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Access your locked account

Account lockouts happen when you enter the incorrect login details three times.

This usually happens when someone enters their email address instead of their user ID, or when they mistype their password.

To avoid this happening, remember these tips:

  • Passwords are case sensitive (upper and lower case)
  • Don’t copy and paste your user ID or password as this doesn’t always work.

If you lock your account, click the ‘forgotten password’ link on the portal to reset your password. Enter your user ID, click ‘continue’ and answer the security question.

Click ‘email new password’, which will send a new password to your email account. The next time you log in, you will see a prompt to change your password.

If you see an error message telling you the system can’t send a new password, you will need to contact the NSSO.

You can also download a more comprehensive first-time sign-in and password recovery how-to guide at our support page.