Unlock a User's account

Steps to unlock a User’s account

1 Unlock a User account
2 Reset Password (Optional)
3 User View
4 FAQs

Related Help Guide Pages

Learn how to unlock a User’s account and let them regain access to the platform.

A User will be locked out of their account if they enter their password incorrectly a set number of times, this number is defined in your Security Options

This means they cannot access the platform until their account has been set back to active by a Training Administrator.

Follow this page to learn the steps for unlocking a User account and resetting their password.

Unlock a User account

This step shows you how to set a User's status from locked back to active, granting them access to the platform.

Open the ‘Users’ DataGrid from your main navigation menu on the left
In the Users DataGrid, find the locked User using the Search
Alternatively, apply a filter to show only locked Users
Right-click on the User and select the ‘Edit’ option from the context menu
In the User Employment Section, select the 'Status' drop-down and select 'Active'
Click on the 'Save' button to apply your changes

Please Note

Following a successful account unlock, the affected user only has one attempt to enter the correct password - or the account will be locked again.

Reset Password (Optional)

This step shows you how to generate a password reset link for a User, if they have forgotten their password.

There are two steps to this process:

Check that you have an automated Password Reset email set up, if you are confident that you do, you can skip this step
Generate the automated password reset email for the User who has forgotten their password

Check there is an active Password Reset Workflow configured

Open the ‘Administration’ menu from the Profile options at the top-right of your platform
Open the ‘Workflows’ menu option to access the Workflows DataGrid, where you can view and manage your automated communications
Search this DataGrid for any Workflows that have ‘Password’ included in their title
Once you have found the relevant Workflow, check that it is Active by either checking the DataGrid
Or editing the Workflow

Please note

If you do not have an active Password Reset email, please see the FAQ at the bottom of this guide.

Generate a password reset for the User

Open the ‘Users’ DataGrid from your main navigation menu on the left
In the Users DataGrid, find the User using the Search and/or Filters
Check that this User has an email address so that they are able to receive the password reset email

Please note

If the User does not have an email address, please see the FAQ at the bottom of this guide.

Select their row by checking the left hand checkbox so that the background goes blue. Ensure that no other User rows are selected
Click the Mass Actions drop-down option at the top left of your DataGrid
Click on the ‘Send Reset Password Link’ option
This will confirm that the password reset has been triggered
Keep an eye in your Communications DataGrid for this email sending, it should send within a few minutes!

User View

This section demonstrates what the User will see at each stage of entering their password incorrectly.

The first time a User enters their password incorrectly they will receive the ‘Login Failed’ message
The last time before a User is locked will display a warning message that explains if they enter their password incorrectly again, their account will be locked
Finally, when a User has exhausted their password attempts they will get the Account locked message. This message is configurable in Security Options

FAQs

What do I do if the User does not have an email address for me to send them their password reset link?

To ensure secure password resets, it is best practice to request an email address from the User and update their profile with it before initiating the password reset.

If the User cannot provide an email address, you can alternatively set a password for them using the ‘Password’ and ‘Confirm Password’ fields options in the Edit User form. If you take this route, make sure you set the ‘Password Expires' date to tomorrow’s date, so they are prompted to update it to something only they know at their earliest opportunity.

What do I do if we do not have an active Password Reset Workflow?

Please get in touch with a member of the accessplanit team, and we will support you with putting one in place.