How to unlock a user’s account

Unlocking a user’s account

If a user has incorrectly entered their password more than twelve times, their account will move from a status of active to locked. Users will need to contact their Local Administrator to unlock their account before they can access either their email account or the Portal. To see all the locked accounts that you have administrative  rights over, use the Advanced search and choose Locked from the Status drop down list. Refer to Searching and Navigating for more information.

To unlock an account:

User Management1. Click Admin in the navigation bar at the top of the screen and select User Management from the drop down menu


2. Use the search box to find the account you wish to unlock

Refer to the Searching for an Entry section for more information

Handy hint

Use the Advanced Search and search for ‘Locked’ under Status for a list of accounts which have the status of locked

Locked Account

3. Click on the user’s Display Name to open the User Details Page


Unlock4. Click Unlock in the Actions box




Unlock successThe message as shown will be displayed



You should follow the steps to Reset a User’s Password once the account is unlocked.

Last Reviewed Date 7/1/2021
Updated on 29/06/2022

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