Apricot now offers the ability for Administrators to unlock users who have become locked after too many login attempts. This functionality is available to all Apricot customers.
Follow the steps listed below to learn how to unlock a user.
Step 1: Navigate to the Users page
In your Production Apricot site, ensure you are the Administrator of your Apricot instance and select 'Account Management' from your user dropdown. This will direct you to the Users page.
Note: Expanding the Access Control category of the navigation bar in the Administrator view and selecting 'Users' will navigate to the same page.
Step 2: Identify locked users
If you have any users in your site that are currently locked, you will now see a lock icon to the left of their name on the Users page. Hovering over this icon will display the reason they are currently locked.
The two options you may see are:
"Too many login attempts"
"Password reset requested"
This new lock icon is also available in the Security section of the User Details page when you select an individual user.
Step 3: Click the lock icon
If a user is locked as a result of “too many login attempts,” you are now able to click on the lock icon to unlock the user’s account. You will then be prompted to confirm the action.
Note: It’s important for your organization's security that you only unlock accounts you know have become locked by mistake. If you are unsure whether to unlock an account, please contact Support.
Step 4: Confirm the user can log in
Once you've confirmed the action, you will receive a notification that the user was successfully unlocked. The lock will no longer appear on the Users page or User Details page. At this point, have the user try logging in again to confirm they're able to access Apricot.
FAQs:
Q: In what situations might a user become locked and how will those display?
A user may become locked as a result of too many failed password attempts, which will display the “Too many login attempts” message. The user could also be currently pending a password reset, which will display a “Password reset requested” message.
Q: Why am I only able to unlock a user for “Too many login attempts” and not for “Password reset requested”?
Once a user has initiated the password reset process, their current password will be invalidated until they complete the password reset. They would not be able to access Apricot if their account were unlocked because they still need a new password to login. If your user is unable to complete the password reset process and you require assistance, please contact Support.
Q: What if I do not see a lock icon next to a user’s name?
This means the user is not currently locked. If this user is experiencing other issues logging in, please contact Support.