Too many login attempts for any account will result in this user’s account being locked. Learn how this feature works and how different types of users can deal with it.

As a user

Once your account is locked due to too many login attempts, you have two options depending on your organization’s setup.

• Contact your admin and request that your account be unlocked.
• Reset your password with an automated email message.

As an admin

Enable authentication lockout

First, you need to enable this feature for your users.

1. Go to CX Settings > Users and select Authentication lockout. Then, choose Enabled. You can choose whether you want your users to be able to reset their accounts themselves (User self-service reset) or if it has to be done by the administrator (Administrator reset).
2. Go to Authentication lockout criteria to choose how many login attempts are allowed before an account is locked out.

Unlock a user account

You can see when a user account gets locked out in the activity log. Users in your organization can also contact you whenever this happens with their account. 

1. In user settings, set a temporary password for the user account. This will also trigger a forced password reset.
2. Give the temporary password to the user.
3. The user will go to the login page.
4. The user will log in with their account name and the temporary password.
5. The user will be prompted to reset the temporary password. They will enter the temporary password as the current password and then can set a new password.
6. After a successful password reset, the user is logged in.