As a security feature, users who enter their login details incorrectly three times in a row will be automatically locked out of the system for 30 minutes. This is to prevent repeated attempts to access the system by someone who is attempting to guess passwords.
If a user is locked out in this manner, they will be informed on-screen but will also receive an email to this effect.
However, this can be a major inconvenience if the user is actually who they say the are but is simply having difficulties remembering their password.
In this case, any account user with access to the user management area (typically the account owner and agency managers) can remove this security block and allow them to reset their password and log in again.
- Go to the user admin area via Settings > Agency Settings > Users and Roles > Agency Users.
- Click the user who has been locked out; the time until which they are locked out will be shown in the list of users.
- Click Unlock.