Q. Why do I keep getting locked out of my LJMU account?

If your password is entered into our servers incorrectly 10 times, your account will lock in order to keep your LJMU IT account secure. This is to stop anyone from attempting to guess your password and access your account.

Password lockouts occur because:

• Your password has expired
• You have attempted to logon numerous times with an incorrect password
• You have a saved password on a device that is automatically logging in with an incorrect password

Password lockouts last 30 minutes, and it’s important to allow your account to unlock before resetting your password. Library Services can tell you when the lockout will be lifted. Once the lockout is lifted, try to login to Canvas or Email via MyLJMU. If you are successful in logging in, then you know you’re entering the correct password. If you fail to login, please go to: Forgotten My Password.

Once you have reset your password, please ensure you have updated it in all your devices and LJMU applications.

Please check the following:

1. LJMU App
2. Canvas App
3. Check for email accounts setup on all devices:
   1. Outlook App: – Do you have the Outlook App installed? Update the password or remove the LJMU mailbox from the application.
   2. Windows Mail App: Launch the Mail application from the taskbar, click on Accounts. Either update the stored password or delete the account.
   3. Mac Mail App: Launch the Mail Application from your dock. Go to Mail > Accounts. A dialogue box will appear, is there an LJMU account listed? Either update the account with your latest password or remove the account by clicking on the minus symbol.
   4. Android Email App: Search for the Email App on your device, is there an LJMU account listed? Either update the account with your latest password or remove the account.
4. Clear any saved LJMU passwords:
   1. Windows: Clear your web browsers cache, cookies and history e.g. Chrome, Edge, Firefox, Internet Explorer etc
   2. Mac: Search for keychain access. Launch the applications and search for “ljmu” delete all the logins associated with LJMU.
5. Eduroam. If you are on campus, please make sure your Wi-Fi connection to Eduroam has the correct password.
6. Office365 & OneDrive – update your password for Office365 applications and also your OneDrive.
7. Username format. Ensure your logging in with the correct username format.

If you continue being locked out of your account after checking all the above, please contact Contact the Library.