ImmiAccount account locked: what to do

What does Home Affairs say about locked accounts?

They do not set out a lockout rule or a message for it. So we can't tell you how long a lock lasts or exactly when it happens.

Is it really locked, or something else?

Many "locked" accounts are really one of these:

• Wrong password or username. Retype slowly and check caps lock.
• An expired code. Authenticator codes change every 30 seconds.
• Lost MFA app. Use the "no longer have access" link.
• A site fault. Home Affairs asks you to check for maintenance or technical faults first.

What should I do?

1. Stop trying. More wrong attempts can make it worse.
2. Wait. Give it some hours before you try again if you suspect a lockout.
3. Use the forgotten username or password link on the login page.
4. Use the lost MFA link if the problem is your code. You'll need your password and secret question answers.
5. Ask your OAA if you are in an organisation. Home Affairs says your Organisation Account Administrator can reset your password or MFA.
6. Try a different browser or device. Clear cache and cookies.

Can I contact Home Affairs?

The ImmiAccount technical support form is for technical problems with your account or application. The department says it is not for account access or recovery, and it aims to respond within ten business days. Don't send repeat requests in that time. For other enquiries, use the department's Contact us page.

How can I avoid a lockout?

• Save your username and secret answers somewhere safe and offline.
• Use a password manager so you don't mistype.
• Set up MFA properly, and keep your authenticator app backed up if the app allows it.
• Don't let several people use one login.