Description:
Users can lock their accounts in various ways, such as numerous failed login attempts because of incorrect password or incorrect verification code. This article shows how users can unlock locked accounts.
Steps to resolve:
The below steps outline how Admins, Loan officers and Borrowers can unlock locked account.
- When attempting to log into account, user will get an error stating 'Sorry, your account is locked. Please reset your password to unlock'.
- Company Admins can 'unlock account' from the user page, but this does not reset Failed Login Attempts. So if user fails to login on next attempt, the account will lock again.
- Company Admins and Loan officers can manually send borrower a Password Reset email. Once the password has been reset, the failed login attempts resets to 0 and the user should be able to log into their account with their new password. This can be done from:
- Edit User page
- Omni-search page
- App Users tab of the Contacts page
- Users can also send themselves a password reset email by clicking 'Forgot your password?'. This will send the borrower a password reset email notification, and once the password is reset, the user will be able to log into their account with their new password.
Solution:
When an account is locked, users need to reset their password in order to unlock their account. This article outlines how an account can be sent a Password Reset email.
Additional resources:
Published: 09/05/2025 Last Update: 09/05/2025