Unlock a user

There are two reasons why users can be locked out of their account: when the login fails with an invalid password too many times in a row, and when an administrator locks a user out or deactivates the user account.

The number of password retries allowable before automatic lockout is set by the admin on the Company Information page.

How to unlock a user

Only an administrator can unlock another user.

Subscription Administration
Regional availability

All regions

User type Business user with admin privileges
Permissions Users: List, View, and Edit
  1. Go to Company > Admin > Users.
  2. Find the user account to be unlocked.
  3. Select Edit.
  4. On the User Information tab, move to the Status dropdown list and change the status from Locked out or Inactive to Active.
  5. Select Save.
For users who are locked out because they forgot their password, you can reset their password by selecting Reset password. They must have included a valid email address in order to receive a temporary one. You can't assign a new password to a user directly.

Resetting the password does not automatically unlock the account.

Unlock an administrator

If the user who's locked out is an administrator, another administrator can reset the password or change the status of the locked-out Admin, if it's appropriate to do so. The procedures are the same as the ones above.

If there are no other administrators available to make the change, ask your designated support user to contact Customer Support.