We’ve introduced a new security measure to help keep your TaxCloud account safe. If you enter the wrong password too many times in a row, your account is locked for 30 minutes. This lock is automatic and temporary, and it’s designed to protect your account from unauthorized access. After 30 minutes, you’ll be able to try signing in again, or reset your password if needed.

We’ve introduced a new security measure to help keep your TaxCloud account safe. If you enter the wrong password too many times in a row, your account is locked for 30 minutes. This lock is automatic and temporary, and it’s designed to protect your account from unauthorized access. After 30 minutes, you’ll be able to try signing in again, or reset your password if needed.

## **Who this applies to**

All TaxCloud users who sign in with a TaxCloud username/password. (SSO or third-party login behavior depends on your integration.)

## **Why we made this change**

This helps protect customer accounts from automated brute-force attempts and reduces the risk of unauthorized access by stopping repeated password guessing.

## **How the lockout works**

* We count **consecutive failed sign-in attempts** for a username.
* If a user enters the wrong password **6 times in a row**, the system immediately locks that account.
* While locked, **all sign-in attempts are blocked** for that account.
* The lock lasts **30 minutes** from the moment of the 6th failed attempt.
* After 30 minutes the account becomes available again, each new failed attempt immediately triggers another 30-minute lockout until a successful login is made.
* **There is no manual unlock**: support or admins cannot override the timer to reopen the account sooner.


:::info
Note: **Consecutive** means a successful sign-in will reset the counter. Failed attempts separated by a successful sign-in do not accumulate.

:::

## **What you will see**

If your account is locked you will see an on-screen message similar to:


:::info
**Your account is temporarily locked**

Your account (example@taxcloud.com) for **30 minutes** due to repeated failed login attempts to protect your security.

:::

## **What to do if your account is locked**


1. **Wait 30 minutes.** The lock is automatic and expires after the 30-minute period.
2. After 30 minutes, try signing in again. Double-check Caps Lock before retrying.
3. If you can’t remember your password, use the **Forgot password** flow after the lock expires.
4. If you suspect unauthorized access attempts, contact Support immediately and include relevant context (time, device).

## **Common scenarios & answers**

Q**: Can support unlock my account sooner?**

A: No. There is no way to manually unlock the account before the 30 minutes end.

**Q: Will resetting my password bypass the lockout?**

A: No. You must wait 30 minutes for the lock to expire.

**Q: Will I get an email when my account is locked?**

A: If your account email notifications are enabled, you may receive an automated security notice when repeated failed attempts are detected. If you haven’t received a notice and are concerned, contact Support.

**Q: Does this mean I’ll be locked out because someone else is trying to sign in?**

A: Possibly. If someone else repeatedly attempts sign-ins with your username it can trigger the lock. If you see unexpected lockouts, report them to Support so we can investigate suspicious activity on the account.


:::tip
## **Tips to avoid accidental lockout**

* Use a password manager to avoid mistyped passwords.
* Check Caps Lock and keyboard language/layout before entering your password.
* If you share devices, sign out when finished.
* Consider using SSO as this reduce risk from password guessing.
* For teams: standardize a secure password manager and share access using secure account-sharing features rather than reusing credentials.

:::




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