TurboTax FAQ
TurboTax FAQ
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Message: "Account has been locked because the user IDs or passwords don't match what's on file..."

The message "Account has been locked because the user IDs or passwords you've entered don't match what's on file. Please try again in X minutes" occurs when attempting to sign in to your TurboTax account more than 9 times with the wrong User ID/password combination. (In the second sentence, X is replaced by a number.)

Following industry-wide recommendations and practices, we tightened up our login lockout requirements to provide an extra layer of security to our customers' online data.

While we recognize that being locked out of your account can be annoying, our lockout policy ensures a higher level of protection to your online tax data than ever before.

How the lockout works

You will get this message after signing in with the wrong login 9 times in a row.

Starting with the 10th (and through the 15th) wrong-login attempt, you'll get this message and your TurboTax account will be locked for 15 minutes after each attempt.

If you're really persistent and sign in with the wrong login 16 times in a row, you'll be locked out for 24 hours.

After 24 hours, the cycle starts over. You'll have 9 attempts to sign in before the lockout messages start appearing again.