Account Locked

If you receive a message saying you account is locked when signing in, you can unlock your knox.edu account using the following steps.

1. Go to https://my.knox.edu in a web browser.

2. Click Login on the black bar.

   Open

   

3. Enter your knox.edu email address.

   1. Click Next.

      Open

      

4. When prompted to enter your knox.edu account password, instead click on the Forgot my password link on the page.
   
   

5. You will be directed to the page below.

   1. Enter your knox.edu email address

   2. Enter the CAPTCHA security code displayed in the picture (each picture is unique and randomly generated).

   3. Click Next.
      
      

6. After clicking Next, you’ll be directed to this page. To unlock your account:

   1. Click the second option titled I know my password, but still can’t sign in.

   2. Click Next.
      
      

7. On the following page, you will be presented with options related to your multi-factor authentication setup for the knox.edu account. You will need to verify your account using two of the methods listed. To begin, choose the first option available which for most will be a phone call to your mobile phone.

   1. Enter your phone number matching the last two digits shown on the screen

   2. Click Call.
      
      

8. The screen will display indicating a phone call is being made.

   1. Answer the call and follow the voice prompts indicated to complete the first verification step.
      
      

       

9. For the second verification step, you will utilize the Microsoft Authenticator app associated with your knox.edu account.

   1. You can choose to receive a notification to your Microsoft Authenticator app installed on your phone.

      1. Click Send Notification

      2. A 2 digit number will be displayed on the screen.

      3. Open the Microsoft Authenticator app on your mobile device.

      4. Enter the 2 digit number in Microsoft Authenticator that was displayed on the screen.

      5. Your Microsoft Authenticator app will then ask for your mobile device screen unlock code, fingerprint or Face ID depending on the options specific to your device for verification.
         
         

          

   2. You can also choose to enter a code from your Microsoft Authenticator app on your mobile device.

      1. Open the Microsoft Authenticator app on your mobile device.

      2. Click on your knox.edu account inside the Microsoft Authenticator app.

      3. Displayed in the app will be a 6 digit number that changes every 30 seconds.

      4. Enter the 6 digit code where it says Enter your verification code on the screen.

      5. Click Next.
         
         

10. After you have completed both steps of verification, you will be redirected to this screen showing that your account has been unlocked.