Members can lock their accounts in two ways:
by entering an incorrect password five times in succession
by having five unsuccessful authentication attempts
If you have MFA enabled, Administrators (or Managers) can unlock accounts if permission has been granted.
Update permissions for a role:
Go to Settings, Roles & Permissions.
Select the Role you want to change.
Click Edit in the top right corner.
Under Account Settings, ensure Unlock After Sign-in Violations has Edit permission (square with a pencil).
If applicable, you can give Edit permission to Reset MFA. This will enable them to clear a user's MFA registration status. The User will then set up a new registration when they next log in.
Click Save.
To unlock a user:
When a user locks their account, the Account Status will be Login Disabled, and you unlock the account by:
Locate the user.
Select Account Settings.
Check the Account Status under Account Information.
If the status is Login Disabled, the Enable Login button will be available. Click this to unlock the account.
The Account Status will be updated, and the user can try logging in again.
Note: If the Account Status isn't Login Disabled or the account is still locked after enabling this could be because the account has not fully written to the server when activated. In these instances, raise a case online to have the user reset. Include the user's email address in the case details.