What to do if…
an operating system update locks you out of your device

What to do now

1. Stop the lockout spiral.

   • If the screen says “Try again in…” or shows a lock timer, wait it out.
   • If the screen offers another sign-in method, try the full account password rather than PIN, fingerprint, or face unlock.
   • Write down the exact wording on the screen before changing anything.

2. Check for simple input problems.

   • Check Caps Lock, Num Lock, keyboard language, and keyboard layout.
   • If you use a dock, Bluetooth keyboard, external keyboard, or external mouse, disconnect it and try the built-in keyboard or a simple wired keyboard.
   • Restart once normally if the device is not in the middle of updating or repairing.

3. For a Windows PC, use Windows Recovery Environment if normal sign-in still fails.

   • Open Windows Recovery Environment using the on-screen recovery option, Shift + Restart if available, manufacturer recovery controls, or Microsoft’s official recovery steps.
   • Try Startup Repair or Startup Settings first if those options are shown.
   • If the problem began straight after an update, use Troubleshoot → Advanced options → Uninstall Updates and choose the update-removal option shown on your screen.
   • If BitLocker asks for a recovery key, do not guess. Look for the key in the Microsoft account connected with the device, or contact your work, school, or organisation if the device is managed.

4. For a Mac, use Apple’s password recovery route before erasing.

   • If the screen says the account is locked after attempts, wait for the time shown and try again carefully.
   • If you still cannot get in, start up in macOS Recovery and use Apple’s official password reset options.
   • If FileVault asks for a recovery key, look for the FileVault recovery key you saved or the recovery route Apple shows on screen.
   • Treat Erase Mac as a last step, because it can permanently remove accounts, passwords, and local data from the Mac.

5. For an iPhone or iPad, assume a passcode reset means erase unless Apple shows another route.

   • If the screen says the device is unavailable or in Security Lockout, follow Apple’s on-screen reset route only if you know the Apple Account details and accept that local data will be erased.
   • If the on-screen reset route is not available, use Apple’s official recovery mode restore steps with a Mac or Windows PC.
   • Before erasing, check that you know the Apple Account and password used on the device, because Activation Lock may require them afterwards.

6. For an Android phone or tablet, check Google’s unlock guidance before resetting.

   • If you genuinely cannot unlock the device, Google’s official route is generally to erase it and set it up again.
   • If Google’s conditions are met, you may be able to erase it remotely using Find Hub or Find My Device.
   • After erasing, expect to need the Google Account previously on the device, and expect restores to depend on what was backed up.

7. If it is a work, school, or managed device, pause and contact IT.

   • Do this before uninstalling updates, resetting, erasing, or trying recovery keys.
   • Tell them the exact message, device model, and whether BitLocker, FileVault, mobile device management, or a company portal is involved.

8. Prepare for official support without wiping the device.

   • Note the device model, serial number, and proof of purchase from the casing, box, receipt, or account portal if you can.
   • Use the manufacturer’s UK support route or the retailer’s support route before using unofficial repair or unlock services.