Client or Admin Users Locked out (unlock user / reset password)

Overview

If a client or admin user is unable to login or has forgotten their password, there are a couple of steps that can be taken.

Check User is Locked out & Unlock

First please check if the user is locked out due to unsuccessful password entry attempts.

Navigate to Settings > User Admin:

Depending on the type of user please select either client or admin user accounts, then please search for user name in the search box.

If there is a red padlock symbol it means the account is locked:

Please select to Unlock User on the right hand side - then they will be able to login again, then you will receive success message:

Forgotten Password / Reset Password

If they have just forgotten password - please select re-set password option and the system will produce new password:

Please copy and paste this password and provide it to the username to login.

Then please ask them to make new password after they login on Settings > Change Password