"Your account is locked" error on Broadcom Support portal

Products

• Support Portal
• Support Portal & Access Issues

Issue/Introduction

You encounter the error message: "Your account is locked" when you are trying to login to Broadcom Support Portal.

This article provides steps to Unlock account by Password Reset through Chatbot.

Cause

There can be multiple causes for this error:

1. Incorrect password entered for 3 times or more.
2. You have not yet completed the transition after the migration to the new authentication technology as mentioned in: Broadcom Profile Authentication Technology Transition Notice

Resolution

Unlocking support portal account through Chatbot

 

1. Navigate to the Broadcom Support Portal and click on Chatbot at the right bottom corner of the page.
   
   
   
   
2. Type Unlock Account and send
   
   
   
   
3. To help you unlock your account, the bot will provide support for resetting your password. Provide your confirmation to proceed.
   
   
   
   
4. Enter your email address and Submit.
   
   
   
   
5. Enter Verification Code
   
   
   
   
6. Select the the "Reset Password" button
   
   
   
   
7. You will receive a message that password reset link has been sent to your email
   
   
8. Check your inbox for an email from [email protected]. Follow the on-screen steps and reset your password.
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Additional Information

• If you have not received password reset email, refer to: Not receiving the password reset email for the Broadcom support portal
• Contact Support - Broadcom Software if you need further assistance.