Computer locked out

Question

My wife has received a message stating that her account has been locked out and to call Microsoft support. How do I rectify this?

Answer 1

Hi Herbie Wodehouse

Thank you for posting your question in the Microsoft Q&A forum. 

Based on your case, where a message pops up and urges you to call a support number, is the primary characteristic of a common technical support scam. 

Microsoft will never proactively reach out via an unexpected pop-up or error message with a phone number for you to call. Genuine Microsoft error messages will direct you to an official support website for self-help. 

Under no circumstances should you call the phone number displayed on the screen. Calling this number connects you directly to a scammer who will attempt to gain remote access to your computer, steal personal information, or demand payment to "fix" a non-existent problem. It is essential to be safe and not click any links or provide any personal information. 

 

To determine whether this is a malicious pop-up or a genuine security lock, please provide answers to the following questions. This will allow me to proceed with the correct resolution steps:

1. Could you let me know where the lockout message first popped up on the screen? A screenshot would be helpful! 
   • Is the Windows Login Screen on your computer preventing you from accessing your device? 
   • Are you experiencing a frozen screen while browsing the internet in a web browser like Chrome or Edge?  
   • When you signed into Windows successfully, did it show up as a desktop notification or in a regular application window?   
2. What is the current state of the computer access? 
   • The entire screen is currently frozen or locked by the message, making the computer unusable. 
   • The computer functions normally, but the error message is visible within a specific program (like an email client or browser). 
3. What is the full, exact text of the warning message? 
   • Please include any details about what the message claims (e.g., mention of a virus, an IP address block, or identity theft) 

As soon as I have this information, I can guide you on the best steps to take, whether that’s safely closing the malicious pop-up or going through the official support channel if it’s a real lockout.  

Answer 2

Forum contributor

Welcome to Msoft Q&A : it sounds a suspicious message could be a scam.

Test her - MSof account. if it works ignore the message. Keep us updated

-- if it happens, that she's having issues with the MSA = MSoft Acct.

Access this site to rectify something. Microsoft support website

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What to do. if my MSoft account has been compromised.

Link : https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435