Live Support Agent

Problem: User is locked out of system

Chris Gregor -

Problem:
 
User is locked out of their account from entering password wrong too many times.
 
Summary:
 
If a user enters the wrong password three (3) times, their account will lock, and they will be unable to log in. These three (3) times do not have to be consecutive.
 
Solution:
  1. In the Global Gateway go to Manage Users under the Administration tab on the left side of the page.
  2. Search by username or client ID, and after locating locked user, click on the magnifying glass to view user details.
  3. At the bottom of the page, check the unlock the user's account checkbox and save changes.
NOTE: You must have administrator rights to unlock a user's account.
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