My voicemail is locked. How do I get back in?

A voicemail box locks when someone enters the wrong PIN too many times. It takes only a few wrong PIN entries. Once it locks, the PIN won't work again until CallSprout support unlocks the box.

Avoid getting locked out

Each wrong PIN entry counts toward the limit. If you're not sure of your PIN, stop guessing and ask your admin for a reset before you reach it.

If it's your mailbox

You can't unlock it yourself. Tell your phone system admin, and give them your extension number so they ask for the right mailbox. Your admin asks CallSprout support to unlock it.

If you don't know who your admin is, contact support.

If you've forgotten your PIN, ask your admin to set a new one.

Get a mailbox unlocked (admins)

Some labels in your portal or apps may look slightly different from this guide.

1. 1
   Step 1:

   Confirm which mailbox is locked

   Check with the user so you ask for the right one.

2. 2
   Step 2:

   Ask support to unlock it

   Contact CallSprout support with the user's name and extension, and ask them to unlock the voicemail box.

3. 3
   Step 3:

   Set a new PIN if needed

   If the user forgot their PIN, edit the user and open the Authentication settings. Enter a new value in the PIN field and save.

4. 4
   Step 4:

   Tell the user

   Once support confirms the unlock, ask them to dial their voicemail code again and try the PIN.

What to expect

The lockout applies to the voicemail PIN. Remind users that it's separate from their user portal password.

To avoid repeat lockouts, ask users to pick a PIN they'll remember. They can follow Change your voicemail PIN.

Before you reset a PIN

A PIN protects a person's messages. Confirm you're talking to the mailbox owner before you set a new one, and tell them the new PIN in person or by a phone call rather than in a group chat or shared email thread.