Learn - How to unlock a user account

In this article, we'll explain how to unlock a User account when a User has reached the maximum number of attempts at entering their password, or incorrect combinations of Username and Password. The default number of failed attempts is 5 before an account is locked. To change this, contact the Support team. 

Note: The below steps apply to customers with the IDS3 version of the Kallidus authenticator. If you are unsure if you have identity server IDS3 or the latest version (IDS6) please see the article 'How to tell which version of Identity Server you have, IDS3 or the latest version (IDS6)'.

Steps to unlock a User account

When the user gets enters the password incorrectly and when the account is locked, the user will see the below message:

1. Browse to the User area of Learn admin:
2. Select the User
3. Select Edit. If this button does not appear for you, see the troubleshooting actions in this article: 
4. Select Unlock:
5. Select Save

The user will now be able to reattempt to log in. You may wish to help them reset their password at this stage, too. They can either use the forgotten password link or you can change their password by selecting the "change" button seen in the above image. 

Troubleshooting actions - 'Edit personal details' button is not visible

Check your account KIP permissions

Ask a colleague who can access the 'Edit personal details' button to check your KIP permissions. They can do this by going to Administration > User > Find your account > Edit Personal details > Check that the relevant permission is selected.

Are you using SSO? Check you're logged in with the right link

If you have SSO on your site, you will need to make sure you are logged in via the 'External' link ((https://yoursite.kallidus-suite.com/external). This will then give you visibility of the button. If you use SSO, the 'Change' password button may also be unavailable as they have not used KIP to log in. To make this button reappear, simply re-submit the KIP page.

Does the account have a KIP account?

Log into KIP (https://yoursite.kallidus-suite.com/KIP) and locate the user account to check it exists. Or, browse to find the User in Learn admin, and select Submit on the details page. Remember to refresh to check that the Edit button is visible. 

If you have carried out these steps and need further assistance, contact Support.