Before You Start
You need access to the Admin area and permission to manage users.
You should be able to:
View the Users tab
Open the user options menu
Lock or unlock user accounts
If you cannot see the Unlock option, ask an administrator to check your role permissions.
Go to Admin
From the left navigation menu, click Admin.
This opens the Admin area, where you can manage users, roles, logs, integrations, billing, configuration, and notifications.
Open the Users Tab
At the top of the Admin page, click Users.
The Users page shows all users in the workspace.
You can view users by:
All Users
Active
Invited
You can also use the filters to narrow the list by role, branch, or MFA status.
Find the Locked User
Find the user you want to unlock.
Check the Access column and confirm the user is marked as Locked.
You can use the Filter field to search by the user’s name or email address.
Open the User Options Menu
On the far right of the user row, click the three-dot options menu.
From the dropdown menu, click Unlock.
The menu may also include options such as:
Edit User
Assign Roles
Archive
Reset Password
Manage MFA
Make sure you select Unlock.
Confirm the Unlock Action
A confirmation window will appear.
Review the message carefully before continuing.
You may also see the option:
Email this user
Let them know their account has been unlocked.
Turn this on if you want the user to receive an email notification.
Click Unlock account to continue.
Click Cancel if you do not want to unlock the account.
Step 6: Check the Success Message
After the account is unlocked, a confirmation message appears.
Example:
Account Unlocked
The account has been unlocked successfully.
This confirms the user can try signing in again.
After You Unlock the Account
Ask the user to try signing in again.
If they still cannot access their account, check whether they need a password reset or MFA support.
Important Notes
Only authorised users can unlock user accounts.
Unlocking an account does not change the user’s role, permissions, or password.
If the user was locked because of failed login attempts, they may still need to reset their password.
If the user has trouble with multi-factor authentication, use Manage MFA instead.
Troubleshooting
If the Unlock option is not visible:
Check that you are in Admin > Users.
Confirm the user’s access status is Locked.
Check that your role has permission to manage users.
Ask an administrator to review your permissions.
If the user still cannot sign in:
Ask them to try again.
Ask them to clear their browser cache.
Ask them to try an incognito or private window.
Use Reset Password if needed.
Use Manage MFA if the issue is related to authentication.