This explains how an Owner / Team Administrator can immediately unlock a user who has reached a Locked status due to exceeding the login failure limit. While a user cannot log in when locked, you can enable login immediately without waiting for automatic unlock (default: 15 minutes).
Conditions for account lockout
- An account is temporarily locked when login attempts fail consecutively
- While locked, login is not possible even with the correct password (the screen displays a message such as "account is locked")
- The account automatically unlocks after a time period (default: 15 minutes)
You can check the lockout threshold and automatic unlock duration in Password policy.
Unlocking a locked user
When you want immediate login, an administrator can manually unlock the account.
- Open "User management" from the sidebar
- Click the target user to open the details drawer
- Confirm that a red "Locked" tag appears at the top of the details drawer
- If the tag is not showing, that user is not currently locked (including those already auto-unlocked)
- From the […] menu in the upper right, select "Unlock account"
- In the confirmation modal, verify the target user name and click "Unlink"
After unlocking, the login failure count resets and the user can log in immediately. The "Locked" tag automatically disappears.
Audit log recording
The unlock operation is recorded in the audit log as an accountUnlock event. Because it records who, when, and which user was unlocked, you can operate with confidence from an internal control perspective.
Frequently asked questions
Q. Who can unlock accounts?
A. Only Owner / Team Administrator can perform this. For Group Administrator and below, the "Unlock account" menu does not appear.
Q. Is the password also reset?
A. No. Only the login failure count is reset. The password itself is not changed. If the user has forgotten their password and is likely to fail again after unlocking, send a password reset or reissue the Initial password (for email-free accounts).
Q. Can the user unlock their own account by resetting their password?
A. Resetting through a password reset email also effectively resets the failure count (normal operation resumes once the new password logs in correctly). However, email-free account users cannot reset it themselves, so administrator unlock or reissuing the Initial password is required.
Q. How many failures trigger a lock?
A. This is configurable in your team's Password policy. See Password policy for the default value.