Unlocking a user's account

Training course

Accounts become locked after several incorrect login attempts. The number of attempts that will lock a user out depends on the number defined in the Maximum invalid password attempts setting (Settings > Contacts > Authentication).

Note: To have access to unlocking an account or changing a password, you must be a system administrator or staff user with Customers: 4 module authorization level.

Manually unlocking an account

To manually unlock an account, do the following:

1. Go to the contact's account page.
2. Click the Security tab.

Note: If the account pages do not have the Security tab, instead, go to Community > Security > Users. Search for and open the user’s account.

3. From the User credentials area, look for the Locked out field.
4. The message will state that the account has been locked out. Click the pencil icon to unlock the account.



5. Click Save.

The changes may take a few minutes to take effect.