What to Do If Your Account Is Locked

What to Do If Your Account Is Locked

If you cannot access the Citizen Services Portal or other CARL-ID authenticated services, your account may be locked. This guide explains the different types of locks and how to resolve them.

Types of account lock

Password Lock (Temporary)

Triggered by 5 consecutive failed login attempts. This lock expires automatically after 30 minutes. Simply wait and try again with the correct credentials. If you have forgotten your password, use the reset function at carl-id.gov.ndrc.uk/reset.

Biometric Mismatch Lock (Temporary)

Triggered when biometric verification fails repeatedly. This may occur after physical changes (injury, surgery, significant weight change). Visit a CARL-ID centre in person with your physical ID card and supporting documentation to update your biometric profile. The lock is removed once biometrics are re-enrolled.

Compliance Lock (Administrative)

Applied when you have outstanding mandatory compliance actions. Common triggers:

  • Overdue Annual Loyalty Verification
  • Expired mandatory training modules (more than 30 days overdue)
  • Outstanding compliance notices not acknowledged within 14 days
  • Unresolved timesheet submissions (more than 2 weeks overdue)

To resolve: Complete the outstanding compliance action. The lock is usually removed within 24 hours of completion. If the lock persists, contact your district compliance officer.

Security Lock (Imposed by Ministry of Security)

Applied during active security investigations, when suspicious activity is detected on your account, or at the request of Internal Security. You will receive a formal notification explaining the lock reason and duration. Security locks can only be removed by the Ministry of Security. Contact the CARL-ID Security Desk at 0117 463 8742, ext. 309 for information about your case. Do not attempt to create alternative accounts — this will escalate the investigation.

Impact of account locks

While your account is locked, you cannot access digital government services. You may still:

  • Use your physical CARL-ID card for identity verification
  • Attend in-person appointments already booked
  • Call emergency services (112)
  • Contact your district office in person

Note: Chargeability recording continues during account locks. Ensure your supervisor is aware so alternative timesheet submission arrangements can be made.