Purpose
Use this article when a portal user from your company reports:
- "My account is locked."
- "I can't log in."
- "My account is inactive."
- "I entered my password too many times."
- "I used to have access but now I don't."
Common Causes
An account may become unavailable because:
- Multiple unsuccessful login attempts occurred
- The account was manually deactivated
- A user has not logged in for an extended period
- User permissions were removed
- The account was created but not fully activated
How to Reactivate an Inactive User
Step 1
Login to your key contact user account.
Step 2
Locate and verify the user profile.
Step 3
Review the Inactive status field (scroll to see checkbox).
Step 4
Remove the inactive designation and save changes.
Step 5
Verify the user can log in successfully.
FAQ
Does reactivating an account reset the password?
No. Reactivating restores access. Users may still need to complete a password reset.