How can I resolve issues with locked or inaccessible accounts in Atlas?
If your account shows "Your Account is Locked"
This usually happens after too many failed login attempts.
Wait 10–15 minutes, then try again.
If it's still locked, take a screenshot of the message.
Email the screenshot to [email protected] and ask for your account to be unlocked.
If you were added as a new user but you already have an account
Ask your admin to check whether you're already registered in Atlas.
If you are, ask them to add you as an Existing User using your email address — not as a new account. This avoids duplicate account errors.
If your account seems locked but support confirms it's active
Open a private or incognito browser window (Incognito in Chrome, InPrivate in Edge).
Type the Atlas web address directly into the address bar — don't use a saved link or bookmark.
Try logging in again. This clears cached data that can block access.