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Before contacting the Helpdesk Support team, there are the following steps you can take to help a another User or yourself gain access to the platform if you are locked out.
How to unlock an Individual/Manager User as a Training Administrator
- Go to the Users DataGrid.
- Right-click on the User that needs to be unlocked and Edit.
- Change the Status field to Active.
- Click Save.
- Click Actions and then Send a Reset Password Link.
- The User can then use the link the email they are sent to reset their password and login.
- If the User doesn't receive this email (make sure they have checked their Junk/Spam folder), you should check your Password Reset workflow isn't erroring.
- Go to Administration, then Workflow Templates.
- Search for your workflow template/s using the PasswordResetModel.
- Make sure that this is Active. If it isn't currently Active, you will need to change this and also send a new Reset Password Link to the User.
- If this is Active, go to Instances.
- Find the Date and Time you sent the reset password link email, right-click and select Actions.
- If this has the status of Completed, the email has sent. If this has the status of Failed, please contact the Helpdesk team.
How to unlock a Training Administrator User as another Training Administrator
- Go to the Users DataGrid.
- Right-click on the User that needs to be unlocked and Edit.
- Change the Status field to Active.
- Click Save.
- Click Actions and then Send a Reset Password Link.
- The User can then use the link the email they are sent to reset their password and login.
- Alternatively, you can scroll down to Password Details section.
- Type in the same password into both Password and Confirm Password fields.
- Click Save.
- Ask the User to login using this new password that you have manually added.
- The User should change their own password again themselves once they have gained access to the system, to make this more secure.
How to unlock yourself as a Training Administrator User
- On your login screen, click on the Forgotten your Email/User ID or password? link.
- Enter either your Email Address or User ID that you use to access the system.
- Click Reset - this will send a reset password link email to the email address attached to your User account, if it exists on the system.
- If you do not receive this email after a reasonable waiting time, and you are unable to gain support from a fellow Training Administrator, please contact the Support team.
- If you do receive this email, click on the link provided to reset your password (this link has an expiry time, which will show in the email).
- Login using your new password - you will only get 1 attempt at this after being locked out, so be careful to ensure this is definitely correct.
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