Too many failed sign-in attempts lock a user's device out. This will occur after three failed attempts.  The lock clears itself after 20 minutes, or an administrator can release it immediately and issue a temporary password.

This article covers both. 

Note: A locked account unlocks on its own after 20 minutes. If the user can wait, no action is needed.

Unlocking the User

Before you begin: 

• You must be signed in as an administrator.

To do this task: 

1. Navigate to the Administrator Settings menu, then select Users and then the Locked Out Users tab. Users locked out within the last 20 minutes appear in the list. 
   

2. Double-click the line item or click the lock icon directly. 

3. Click Yes for the confirmation message. The user is unlocked. 

4. Proceed to the next section, Issuing a Temporary Password. 

Issuing a Temporary Password

1. Complete the steps outlined in the previous section, Unlocking the User. 

2. Open the Users tab. 
   

3. Find the user and click the pencil icon at the far right of their row. 

4. Click the Security submenu and enter a temporary password, following the format shown above the entry line. 

5. Optionally turn on Force Password Change at next logon so the user must set their own password when they sign in. 

6. Click Save. 
   

Updated September 29, 2026 23:58