After several failed login attempts, an account will be locked. To learn more about our password requirements, please see this article.
Only administrators with full access can perform account management tasks such as unlocking accounts. Users with restricted access do not have the necessary permissions to perform these actions.
Note: If you are using SSO to log in, you will not need a password. If the account has a password and needs to be reset, follow these steps.
Additionally, if employees have trouble resetting their passwords, it may be because their accounts are locked. In such cases, the account must be unlocked before proceeding with the password reset.
Note: A generic password cannot be set for a disabled account. Once the account is unlocked, users should use the 'Forgot your password?' option on the login page to securely reset their password. Additionally, employees should check their spam or junk folder if they do not receive the password reset email.
When a staff member gets locked out, they will see this notice.
To unlock an account, you will need to go to “Settings” in your navigation bar.
Go to the sidebar on the right-hand side of the screen and scroll down to “SECURITY” and click on “Locked Users”.
This will open a page that shows all of your locked users.
There will be 10 emails displayed per page. A new page will be created for every set of 10 users who are locked out.
You will be able to navigate these pages via the page navigator at the bottom of the page.
You can search for the locked user by manually searching the list or by using the email search box at the top of the list, as seen here.
Once you have found the user you wish to unlock, click their highlighted email address. On this screen, we will see their Full Name, Email, Failed Attempts, and the time they were locked.
To proceed to unlock the user, click the “Unlock Button”.
After you click Unlock, you will be taken back to the Locked Users main page. If you have multiple pages, you will return to page 1.
At the top of the screen, you will see an indication that you have unlocked that user.
From here, your staff member will be unlocked and can log back in.
If the staff member does not appear on the list, check whether it is the correct email address or whether it is an MFA-related issue if your team uses that feature. If it is an MFA-related issue, the administrator should reset the user's MFA configuration and guide them through setting it up again.
Additionally, document any error messages encountered and share them with your company administrator for faster resolution.
If you do not have the necessary permissions to unlock the account, identify and contact a full access administrator within your organization for assistance. You can find your administrator's contact information at the bottom of any WorkBright email you have received.
WorkBright does not directly manage individual employee accounts; employees should contact their company administrator for assistance. This policy is in place to ensure security and compliance.
Administrators are responsible for unlocking accounts and ensuring that employees are guided through the password reset process if necessary. If an administrator's account is locked, they should ask another admin with full access to unlock it. If no other admin is available, they can reset their password using the 'Forgot Password' option.
Well done, you have now learned how to unlock a locked staff member.