Account Locked Due to Failed Login Attempts
Users may only try to log in up to 5 times. If they fail for the fifth time, the account locks.
If a user forgets their password, the user may use the Forgot Password link to reset the password.
CRM admins may unlock the account and have the user reset their password:
- Click the Unlock Account button at the bottom of the Access Control screen of their constituent record.
- Force the user's password reset by clicking the Force Password Reset button.
This sends the user an email with a link to click to reset their password.
NOTE: That password reset link also expires (24 hours) and can initiate another type of locked account.
Account Locked Due to Failed 2FA Attempts
Users may only try to authenticate their 2FA verification code up to 5 times. If they fail for the fifth time, the account locks.
CRM admins may unlock the account...
- Click the Unlock Account button at the bottom of the Access Control screen of their constituent record.
- Click the Reset Two-Factor Authentication button.
Account Locked Due to Failed Security Question Attempts
Users may only try to enter their security question answers up to 5 times. If they fail for the fifth time, the account locks.
CRM admins may unlock the account...
- Click the Unlock Account button at the bottom of the Access Control screen of their constituent record.
- Click the Reset Account and Re-Invite button. This button will reset all security for the user account: password, 2FA, and security questions/answers.
Account Locked Due to Inactivity
User accounts that are inactive for 30 days or more become locked. The user will see a message after their login attempt: "This account has been locked due to inactivity. You will need to click the "Reset My Password" button to reset your account."
Account Locked by an Admin
Users are locked out of their accounts due to the deliberate action of a Salsa CRM Admin clicking Lock Account on a user's Access Control node. To unlock the user's account...
- A CRM admin must access that user's Constituent record.
- Click the Access Control node on the left-hand side of the record.
- Click the Unlock Account button at the bottom of the Access Control screen of their constituent record.