This article explains why you might be unsuccesful in getting, changing, or resetting your password with the answers to your secret questions, and what to do if you find yourself in this situation.

This situation may occur if your account has been compromised, or if you haven't accessed your account recently.

If you haven't accessed your account in some time, your account may be locked. After you request that the account be unlocked, you will then be asked to wait 24 hours before you can attempt to recover your account using your secret questions. After 24 hours from your initial request, you should be able to use the answers to your secret questions to recover your password.

If you have recently accessed your account and are still unable to access your account with the correct answers to your secret questions and your current password, your account may have been compromised. If this is the case, please view these instructions for what to do if your account has been compromised.