How to Fix "Your Account Has Been Locked" — MFA and Conditional Access Blocks

Applies to: Microsoft 365, Azure AD / Entra ID, Conditional Access
Article Type: Troubleshooting
Last Updated: 2026-07-10

Summary

If you're blocked from signing in by a security policy — not because of a wrong password — this guide helps you figure out what's happening and how to regain access. These blocks come from MFA (multi-factor authentication) failures, Conditional Access rules, or automated risk detection.

Symptoms

• You see You cannot access this right now or Your sign-in was blocked after entering the correct password
• The error says Sign-in was blocked by Conditional Access policy
• MFA verification fails even though you're approving the prompt on your phone
• You see Your account is at risk or Unusual activity detected
• You can sign in from one device but not another, or from home but not the office (or vice versa)

Prerequisites

• Access to the phone or device registered for MFA
• Your Microsoft Authenticator app or the phone number registered for SMS/call verification

Instructions

1. Identify the Type of Block

The error message tells you what's going on. Match your message below:

Error Message	What It Means	Go To
Your sign-in was blocked by Conditional Access	A company security rule is blocking your device, location, or app	Step 2
MFA verification failed or We didn't hear from you	Your MFA attempt timed out or wasn't received	Step 3
Your account is at risk or Unusual activity detected	Microsoft detected suspicious behavior on your account	Step 4
You cannot access this right now	Generic Conditional Access denial	Step 2

2. Fix Conditional Access Blocks

Conditional Access policies are security rules your company sets. They control who can access what from where and on which devices.

Common reasons for a block:

• Unmanaged device: You're signing in from a personal computer or phone that isn't enrolled in your company's device management (Intune).
• Blocked location: You're connecting from a location your company hasn't approved (like a public Wi-Fi network or a different country).
• Unapproved app: You're using a third-party email app instead of Outlook, or an old version of an Office app.

What to do:

1. Try signing in from your company-issued device — if you're on a personal device, switch to your work laptop or phone.
2. Connect to your company VPN — if you're working remotely, the VPN may be required to satisfy the location policy.
3. Use the approved app — switch to Outlook (instead of a third-party email client) or update your Microsoft 365 apps to the latest version.
4. Check the "More details" link — some block pages include a More details or Remediation link that tells you exactly which policy blocked you.

INFO

Conditional Access policies are set by your IT team. If you're doing everything right and still getting blocked, the policy may need an exception for your situation. Ask IT to check which policy is blocking you and whether your device or location can be added to it. Send them the full error text, the request or correlation ID shown on the block page, the time you tried, and the device and network you were on — those four details let them find your sign-in in the logs on the first attempt.

3. Fix MFA Failures

If MFA verification times out, isn't received, or keeps failing:

1. Check your phone's internet connection. Authenticator push notifications require an internet connection (Wi-Fi or cellular data).
2. Open the Microsoft Authenticator app and check for a pending approval prompt. If none appears, the notification may have expired.
3. Try again — go back to the sign-in page and request a new MFA prompt.
4. Use an alternative method: On the MFA prompt screen, look for I can't use my Microsoft Authenticator app right now or Sign in another way. Choose:
   • Text message — a code is sent to your registered phone number
   • Phone call — you receive an automated call to verify
5. If your phone is lost or broken: See How to Recover Your Microsoft Authenticator App After Losing Your Phone.

WARNING

If you keep receiving MFA prompts you didn't request, do not approve them. Someone may be trying to sign in with your password. Change your password immediately and report it to your IT team.

4. Fix Risk-Based Blocks ("Your Account Is at Risk")

Microsoft automatically flags accounts for suspicious activity — like sign-in attempts from unusual locations or compromised credentials found in data breaches.

1. Go to https://mysignins.microsoft.com from any device.
2. Sign in with your work email and password.
3. If prompted, complete MFA verification.
4. Review your Recent activity for any sign-ins you don't recognize (unfamiliar locations, devices, or times).
5. If Microsoft requires it, change your password — follow the on-screen prompts.
6. After changing your password, try signing in to your work apps again.

If you're unable to sign in to the review page, contact your IT team and tell them: "My account has been flagged for risk. I need help reviewing my account activity and clearing the risk."

5. Verify Access Is Restored

1. Sign in to https://portal.office.com.
2. Open Outlook, Teams, and OneDrive to confirm each app loads normally.
3. If you reset your password, update it on your phone and other devices to prevent re-lockout.

Troubleshooting

WARNING

If your account is blocked and you cannot resolve it through any self-service method, contact your IT team immediately. Provide: your email address, the exact error message (screenshot if possible), the device you're using, and your location (home, office, travel).

Symptom / Error	Potential Cause	Solution
"Conditional Access block" on personal device	Device not enrolled in company management	Sign in from your company-issued device or enroll your device in Company Portal
MFA prompt never arrives on phone	Poor internet connection or expired app registration	Check Wi-Fi/data; open the Authenticator app to refresh; try SMS instead
Blocked when traveling or using hotel Wi-Fi	Location-based Conditional Access policy	Connect to your company VPN before signing in
"Your organization requires a compliant device"	Device doesn't meet security requirements	Ensure your device has the latest OS updates and Company Portal is installed
Repeated MFA prompts you didn't request	Someone else has your password	Change your password immediately; do not approve the prompts

Related Articles

• How to Unlock Your Account After Too Many Failed Sign-In Attempts
• How to Understand MFA and Prevent Account Lockouts
• How to Use the Microsoft Authenticator App
• Understanding What to Do When You Suspect Your Account Has Been Hacked

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