Any existing Training Administrator can unlock a Users account from their platform. Before contacting the Support team, following the steps below you can help the User gain access to the platform. The Customer Support Team can unlock your account and send password reset emails to any Training Administrator, the Customer Support Team can't unlock or help any non Training Admin's with account access, this is down to the Training Admin themselves.
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 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. Also, make sure the email address in the related users account is correct as this is where the email is going to be sent.
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.