Key Contacts can unlock a portal user who has a locked account.
Purpose
Use this article when a portal user from your company reports:
- "My account is locked."
- "I can't log in."
- "I entered my password too many times."
Common Causes
An account may become unavailable because:
- Multiple unsuccessful login attempts occurred
- A user has not logged in for an extended period or 180 or more days
How to Unlock a User as a Key Contact
Step 1
Key Contacts will recieve a notification email when any user in their organization has a locked account due inactivity or too many password attempts.
Click on the link in that email to login to your key contact user account.
Step 2
Locate and verify the user profile.
Step 3
Unlock the account
Step 5
Verify the user can log in successfully.
FAQ
Does unlocking an account reset the password?
No. Unlocking restores access. Users may still need to complete a password reset.