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My account keep getting locked out (Extranet lockout)

Extranet lockouts are caused by one of two things:

  • Either you or one of your devices has entered the wrong password too many times
  • Your Catamount email is in an application that does not support Multi-factor Authentication. 

Below are several troubleshooting steps to prevent future lockouts.


First, we'll check for incompatible mail apps


If You Have a Mac:

First, open the Mail App that came with your computer. It should look like a postage stamp.  



 Once that opens up, go to the top of your screen and click the “Mail” tab, and then “Accounts”



Here, you might see an account here that says its an “Exchange” email. It will have your catamount email address listed by it. Highlight it, and click the little minus “-“ symbol below to delete it.



If You Have a Windows Computer

Look for the “Mail” app. On Windows 10, it looks like a little envelope. If you can’t find it in your home screen, click on the window key and scroll through the list of applications. 



 Once the application is open, open the menu on the left.



If your University email is in this list, we need to remove it. We do this by right clicking on the email and choosing “Account Settings.”



 This menu will appear. Select “Delete account from this device” and it will remove the account.



If you Have an iPhone

  1. First, Open Settings 
  2. Tap “Passwords & Accounts.” (Older versions might say “Mail” or “Mail, Contacts, Calendars”), then open “Accounts.” 
  3. If there is an “Exchange” Account, tap it and then click “Delete Account” 


If you have a Samsung Phone

Start by opening your “Settings” app: 


Scroll down until you find “Apps.” Tap this, and it will open a list of all the applications installed on your phone. 


Look for the “Email” app. 


After tapping on the Email app, you’ll need to tap the settings icon in the top right of the screen. 


 A list of the email accounts set up on your phone will appear. If your WCU email appears in this list, it needs to be removed. Tap on that email. 


Once inside the settings menu for the email, all you have to do is tap remove. 



Check Your Office Applications

Open up any of your Microsoft Office applications and look for your name or initials. Click on them, and it should open a new box that says “sign out”



 Now that you’ve signed out, close all Microsoft Applications open on your computer (on a Mac, make sure you quit the application, not just clicking the red circle to close it), then relaunch one and log in with your correct username and password.




If none of these work, please come by the Technology Commons on the ground floor of Hunter Library, or call the IT Help Desk at 828-227-7487 between the hours of 8 and 6:30, and we can troubleshoot the issue with you. 


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