Managing locked member profiles

Overview

For security, the system locks a member's account after six failed login attempts. When this happens, an Authorized Service Administrator (ASA) must unlock the account before the member can try to log in again.

If you just need to reset a password instead of unlocking an account, see our guide on Resetting passwords.

Unlocking member accounts

You can unlock a member's account using either of the two methods below.

Method 1: Using the Locked Users list

This is the fastest way to see and unlock all locked accounts at once.

1. Go to Settings > Account Settings.
2. Find the Accounts Information section and click View Locked Users.
   • Note: If no accounts are locked, this link will be grayed out.
     
3. In the pop-up window, hover your mouse over the member you want to unlock.
4. Click Unlock.

Method 2: Using the member's profile

Use this method if you are already looking at the specific member's profile.

1. Search for the member using the Search tool or the Profile List.
2. Open their profile. If the account is locked, you will see a Locked Profile banner at the top.
3. Click the Unlock on the banner.