What to do when a user's account locks after failed sign in attempts
An account locks after three failed password attempts. Once it is locked, the user cannot sign in even with the correct password. You unlock it from Manage users on your dashboard.
Please note
You need the Portal Admin role to unlock an account.
What the user sees
A user whose account has locked sees this message when they try to sign in. The same message appears if they have simply forgotten their password, so it is worth checking their status before assuming the account is locked.
Unlocking the account
Step 1
Open Manage users
On your dashboard, select the Manage users tab.
Step 2
Find the locked user
Search for the user by name or email. Their Status shows as Locked.
To see every locked account at once, set User status to Locked. You can also filter by User role and Engagement names.
Step 3
Unlock the account
Select the three dots in the Actions column to open the menu, then select Unlock. The user can now try signing in again.
The menu also has Activate. That is a different action and does not clear a lock, so use Unlock.