What to do if…
an operating system update breaks your login and you cannot get into your device

What to do now

1. Pause and reduce the lockout risk (30–60 seconds).

   • If you see a lock timer (“Try again in…”), stop and wait it out.
   • If the login screen offers an alternative (password vs PIN vs biometrics), choose the password option if available (updates sometimes break PIN/biometrics temporarily).

2. Do quick, low-risk checks that often fix “wrong password” symptoms.

   • Check Caps Lock, keyboard language/layout, and whether the cursor is in the right field.
   • If you use an external keyboard/mouse/dock, disconnect it and try the built-in keyboard/trackpad (or swap to a simple wired keyboard if Bluetooth seems unreliable at boot).

3. Use the official recovery path for your device type (pick one).

   • Windows PC
     • Enter Windows Recovery Environment (WinRE) and try:
       • Startup Settings → Safe Mode (if available) to see whether you can sign in there, then restart normally, or
       • Uninstall Updates (start with the latest quality update; only try the feature update option if needed), or
       • Startup Repair.
     • If you’re prompted for a BitLocker recovery key, don’t guess. Retrieve it from your Microsoft account (recovery keys/devices area) or, if it’s a work/school device, from your organisation/IT (often via a managed “company portal” route).
   • Mac
     • If you see a message that your account is locked after attempts, wait the stated time, restart, and try again.
     • If you still can’t get in, start up in macOS Recovery and use Apple’s official password reset options. The on-screen steps can vary based on how your Mac is set up.
   • iPhone/iPad
     • If you see iPhone/iPad unavailable or Security Lockout, Apple’s official options involve erasing and resetting the device (which removes local data). Depending on what’s shown on screen, you may be able to erase using your Apple Account credentials, or you may need to connect to a computer and use Recovery Mode to restore.
     • Before you erase, make sure you can sign in to your Apple Account afterwards (activation) and that you have a backup you expect to restore.
   • Android phone/tablet
     • If you genuinely can’t unlock it, Google’s official guidance is that you’ll need to erase the device to set it up again and create a new screen lock.
     • If possible, use Google’s Find Hub / Find My Device service to erase it remotely. After erasing, you’ll need your Google Account password to use the device again, and restores depend on what was backed up.

4. Protect your accounts while you’re locked out (from a trusted device).

   • Prioritise regaining access to the account that controls the device (Microsoft/Apple/Google) using its official recovery route.
   • If you suspect compromise, only change the account password if you’re confident you can still pass sign-in/recovery checks (for example you still have your trusted number/device or backup codes).

5. If it’s a work/school device, stop and escalate early.

   • Contact your IT/service desk before attempting resets, “uninstalls”, or recovery actions that could break encryption/management (BitLocker, MDM, corporate login policies).

6. If you might need a repair shop, prepare proof now (without wiping).

   • Note the device model/serial number (from the casing/box/receipt if you can’t access Settings/About).
   • In the UK, if you need hands-on help under warranty, start with the manufacturer’s UK support or your retailer’s support route so you don’t accidentally reduce support options by using unofficial tools.