How to regain access to your locked account
If you cannot log into your Bank of America account, the first step is to determine whether your account is locked, your password is incorrect, or your login credentials have been compromised. Bank of America locks accounts for security reasons — usually after multiple failed login attempts or suspicious activity — and the path back depends on which of these is happening.
Start by going to the Bank of America login page and selecting "Forgot username?" or "Forgot password?" rather than guessing. If you see a message saying your account is locked or temporarily unavailable, do not attempt to log in again. Each failed attempt extends the lockout period. Instead, use the unlock or reset options on the login page itself, or call Bank of America's customer service line at 1-800-933-6262 to confirm your identity and have an agent unlock your account manually.
The unlock process typically takes a few minutes if you call, or up to 24 hours if you use the online reset tool. Bank of America will ask you to verify your identity using information only you would know — your Social Security number, account number, or answers to security questions you set up when you opened the account.
Key Takeaways
- A locked account usually results from multiple failed login attempts or suspicious activity, and trying to log in again will extend the lockout.
- Use the "Forgot password?" or "Forgot username?" links on the login page to reset your credentials without calling, though this may take up to 24 hours.
- Calling 1-800-933-6262 and verifying your identity with Bank of America can unlock your account in minutes, but you must have your Social Security number or account number ready.
- If you suspect someone else accessed your account, tell Bank of America when ready so they can review recent transactions and freeze your account if needed.
Using the online password reset tool
Bank of America's online reset process is the fastest self-service option if you remember your username or the email address associated with your account. Go to the main login page, click "Forgot password?" and enter your username or email. Bank of America will send a reset link to the email address on file.
Check your email inbox and spam folder for a message from Bank of America. The reset link is usually valid for 24 hours. Click it, answer your security questions (the ones you created when you set up your account), and create a new password. Your new password must be at least 8 characters and include uppercase letters, lowercase letters, numbers, and a special character like ! or #.
Once you have reset your password, wait a few minutes before attempting to log in. Bank of America's system sometimes needs time to sync the change across all its servers. If you still cannot log in after 30 minutes, the issue may be something other than a forgotten password — such as a locked account or a technical problem — and you should call customer service.
Unlocking your account by phone
Calling Bank of America is the most direct way to unlock an account that has been locked due to security concerns. The number is 1-800-933-6262, and you should have your Social Security number, account number, or the phone number associated with your account ready before you call.
When you reach an agent, explain that you cannot log in and ask whether your account is locked. The agent will verify your identity by asking for information that only you would know — typically your Social Security number, date of birth, and answers to security questions. This process usually takes 5 to 10 minutes. Once verified, the agent can unlock your account when ready and walk you through logging in again.
If you are calling outside of business hours, Bank of America's automated system may offer to send you a reset link via email or text message. This option works the same way as using the online reset tool, but it is initiated through the phone system instead of the website.
What to do if you suspect fraud or unauthorized access
If you cannot log in and you suspect someone else has accessed your account or changed your password, tell Bank of America when ready. Do not wait to see if the problem resolves itself. Call 1-800-933-6262 and tell the agent that you suspect fraud. Bank of America has a fraud department that can freeze your account, review recent transactions, and help you dispute any charges you did not make.
When you call, have the following information ready: your account number, the last transaction you remember making, and any suspicious activity you have noticed (such as emails you did not send or password change notifications you did not request). The agent will place a fraud alert on your account, which prevents new transactions until you verify them. This is a temporary measure to protect your money while Bank of America investigates.
Bank of America may also ask you to change your password and update your security questions. If you use the same password on other accounts, change those passwords too. Fraudsters often try the same credentials on multiple banks and email accounts.
Troubleshooting if the reset tool does not work
If you click "Forgot password?" and do not receive an email from Bank of America within a few minutes, check your spam and promotions folders first. Email filters sometimes catch legitimate messages. If the email is not there, the email address on file with Bank of America may be outdated or incorrect.
In this case, you will need to call customer service at 1-800-933-6262 to update your email address before you can use the online reset tool. An agent can verify your identity and change the email on your account, then send you a new reset link. This adds an extra step but is necessary if your contact information has changed since you opened the account.
If you receive the reset email but the link does not work, it may have expired (links are valid for 24 hours) or you may have clicked it from a different device than the one you are trying to log in from. Request a new reset link and complete the process on the same device you plan to use for banking going forward.
Setting up two-factor authentication to prevent future lockouts
Once you regain access to your account, Bank of America recommends setting up two-factor authentication (also called two-step verification). This adds a security layer that makes it harder for someone else to log in, even if they have your password. When you log in from a new device or location, Bank of America will send you a code via text message or email that you must enter before you can access your account.
To set this up, log into your account, go to Settings, and select "Security." Choose whether you want codes sent to your phone number or email address. Bank of America will send you a test code to confirm the setup works. After that, every login from an unrecognized device will require the code, which only you can receive.
Two-factor authentication does not prevent lockouts from forgotten passwords, but it does prevent someone else from locking you out by changing your password. It also means that if your password is compromised, the person who has it still cannot access your account without the code.
Frequently Asked Questions
How long does it take to unlock a Bank of America account?
If you call customer service, an agent can unlock your account in minutes after verifying your identity. If you use the online reset tool, the process takes up to 24 hours. Most people see their account unlocked within a few hours of using the online tool.
What if I do not remember my security questions?
Call Bank of America at 1-800-933-6262 and tell the agent you cannot remember your security questions. They can verify your identity using other information — your Social Security number, account number, or recent transactions — and then reset your security questions so you can create new answers.
Can I unlock my account through the Bank of America mobile app?
If you cannot log into the website, you likely cannot log into the app either, since both use the same credentials. Use the website's "Forgot password?" option or call customer service instead. Once your account is unlocked, you can log into the app with your new password.
What should I do if I keep getting locked out after resetting my password?
Repeated lockouts after a password reset usually mean your account has been flagged for suspicious activity. Call 1-800-933-6262 and ask whether there is a fraud alert or security hold on your account. An agent can review what triggered the lockout and remove the hold if your identity checks out.
Is there a way to prevent my account from being locked in the future?
Set up two-factor authentication and keep your password somewhere find where you will not forget it. Avoid logging in from public WiFi networks, and do not share your password with anyone. If you travel frequently, you may want to tell Bank of America in advance so they do not flag your logins from different locations as suspicious.