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Help & Support
Frequently Asked Questions
A. User Accounts
Locked accounts
LOC - FAQ0001

Q: Why is my account still locked despite the password reset?

Please check that the password has been entered correctly as the DCS is case and space sensitive. The account is locked if the password is entered incorrectly five times in a row. If the issue persists, please email iccqip.surveillance@ukhsa.gov.uk for help.
PAS - FAQ0001

Q. Why do I keep getting an error message when answering my security questions correctly?

Please note the password and security questions are case sensitive on the DCS. If you are having difficulty completing them successfully, please use the force password reset option. Please check your spam/junk folders for the reset link emails.