, Answering FAQ'sTurboTax Employee
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 10 times with the wrong User ID/password combination. (In the second sentence, X is replaced by a number.)
How the lockout works
You will not see this message when attempting to sign in to your TurboTax account with incorrect credentials fewer than 10 times in a row.
On the 10th through the 15th unsuccessful sign-in attempt, you will get this message and your TurboTax account will be locked for 15 minutes after each unsuccessful attempt.
If you try to unsuccessfully sign in for the 16th time in a row, you will 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.
Why are you doing this?
Formerly, we instituted a 15-minute lockout after 10 unsuccessful sign-in attempts within a 10-minute period.
Following industry-wide recommendations and practices, we tightened up our 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 new lockout policy ensures a higher level of protection to your online tax data than ever before.
- Message: "Account has been locked because the answers or social security numbers you've entered don't match..." when attempting to validate your account
- Forgot Your TurboTax User ID or Password?