An account will be locked if there have been more than 5 failed attempts to log in. To learn more about our password requirements, please see this article.
When a staff member gets logged out, they will see this notice.
To unlock an account, you will need to go to “Settings” in your navigation bar.
Go to the sidebar on the right-hand side of the screen and scroll down to “SECURITY” and click on “Locked Users”.
This will open up a page that will show you all of your locked users.
There will be 10 emails displayed per page. A new page will be created for every set of 10 users who are locked out.
You will be able to navigate these pages via the page navigator at the bottom of the page.
You can search for the locked user by manually searching the list or by using the email search box at the top of the list, as seen here.
Once you have found the user you wish to unlock, click on their highlighted email. On this screen, we will see their Full Name, Email, Failed Attempts, and the time they were locked at.
To proceed to unlock the user, click the “Unlock Button”.
After you click unlock, you will be taken back to the Locked Users main page. If you have multiple pages, you will be back at page 1.
At the top of the screen, you will see an indication that you have unlocked that user.
From here, your staff member will be unlocked and can log back in.
If the staff member does not appear on the list, check to see it is the right email address or if it is an MFA-related issue, if your team uses that feature.
Well done, you have now learned how to unlock a locked staff member.