For security purposes, If a member attempts to log in six times with an incorrect password, the system will lock their account. If a member is locked out, an ASA must unlock their account before they can attempt to log in again.
If a member or admin needs to reset the profile's password, visit our help article on resetting a member's password.
To unlock member profiles
1. Navigate to Settings > Account Settings.
To view any locked profiles, click the View Locked Users hyperlink in the Accounts Information section.
In the modal window, you can view a complete list of locked members. If you don't have any locked members in your database, the link will be greyed out. Hover over the member you want to unlock, then click the UNLOCK button. Click CLOSE when you're finished.
2. Alternatively, you can unlock a member from their profile. Use the Profile List, or Search tool to search for the locked member.
If the member is locked out of their account, the Locked Profile banner displays in their profile. To unlock the member, click the Unlock button.