If you try to sign in with an incorrect username or password, your ESS account is temporarily locked after five consecutive incorrect sign-in attempts.
The lock automatically clears after a few minutes, so you can try again but the lockout period increases after each 10 subsequent incorrect attempts.
Passwords can only be reset once in a 24-hour period. If you used Forgot your password? but can't remember your new password, wait at least a day before trying again.
If the user account remains locked, raise a case online for a Support Engineer to reset the user on your behalf. Include the username and email address in the description of the case. Once the user has been reset, they may need to reset their password, using the steps below:
Get the user to open the ESS Sign in page.
Enter their email address or username and click Next.
On the Enter password page, click the Forgot your password? link.
This will open the Verify your email page. If the sign-in name is the email address, click the Send Code button. If the sign-in name is not an email address, the user will need to enter the email address before clicking Send Code.
An email containing a Verification Code will be sent to the email address associated with the user.
Enter the Verification Code on the Verify your email page and click Verify.
After the code has been verified, the Reset your password page will open and the user can enter and confirm their new password and click Sign in.