Account App Help — Unblock Account

Purpose

Use UnblockAccount.aspx to restore access to an account that was locked for security reasons.

You must provide:

• the email verification code (just sent to your email),
• the answers to your three previously saved security questions, and
• the security code that was generated when you set your security questions.

What you will see

• A note: “All fields are required.”
• Email Verification Code — a code just sent to your email
• Three Security Question dropdowns and matching Your Answer text boxes
• Security Code — the one-time code shown when you originally saved your security questions
• Buttons: Unblock My Account and Sign Out
• Error and success messages appear in the red/green panels at the top

Step-by-step: how to unblock your account

1. Check your email for the verification code sent just now. If you don’t see it, check Spam/Junk and any secondary folders.
2. On the page:

• Enter the exact Email Verification Code you received.
• For each security question, select the same question you chose previously and enter the exact answer in the corresponding Your Answer box.

Answers may be case-sensitive and must match what you saved.

• Enter the Security Code that was provided to you when you set up your security questions.

1. Click Unblock My Account.
2. If all values match the records, your account will be unblocked and you will receive confirmation on the page.

If any value is incorrect you will see an error and should retry carefully.

Important requirements and tips

• All fields are required — you cannot leave any question or answer blank.
• Match answers exactly (case, spaces, punctuation) — record them precisely when you first set them.
• The verification code is time-limited. Use it promptly after it arrives.
• The Security Code was shown only once when security questions were saved — store it securely (password manager or printout).
• Support cannot unblock your account without the correct answers and code (see SecurityQuestions.aspx policy on unblockability).

Common messages and meanings

• “Please check your entries” / generic error — one or more fields are incorrect. Re-check email code, question selections, answers, and security code.
• “Verification code expired” — request a fresh unblock email (use the flow that sent the unblock email) and try again quickly.
• “Account still blocked” — repeated failures may have caused further blocking; contact support if you cannot proceed.

Troubleshooting

I didn’t receive the email

• Check Spam/Junk, Promotions or other folders.
• Ensure you requested unblock for the same email address tied to the account.
• If your organization blocks automated mail, contact your administrator.

My security code or answers are lost

• If you have neither the code nor the saved answers, account recovery is limited.

Contact support and be ready to prove ownership (email, billing info, or other identity proofs).

Answers not accepted

• Try variants you may have used (different capitalization, added spaces, common abbreviations).
• If you used a password manager or secure note, open that exact saved entry and paste answers to avoid typing mistakes.

Security & privacy notes

• Do not share your verification code, security code, or security answers with anyone.
• Store your security code and answers in a secure password manager or printed copy in a safe place.
• The unblock flow is intentionally strict — it protects your account from unauthorized access.

Accessibility & keyboard tips

• Use Tab to move between fields; press Enter to activate the focused button.
• If copy/paste is easier for long answers or codes, paste carefully and trim extra spaces.

If you still can’t unblock

Capture a screenshot of the error message and contact your support team. Provide:

• the account email
• time you attempted unblock
• screenshot of the error panel
• confirmation whether you still have the original security code