If you are having these issues: 

  1. Unlock option is not available"
  2. "Will not let me send another activation email"
  3. Message 'Account cannot be unlocked at this time' displayed

In this case the account can only be unlocked when:

The account can only be unlocked when:


  1. - The client has not used their original activation email and the link has expired after 7 days
  2. - The client has activated their account, but failed with their password and security question 3 times (locking the account) when trying to log in


If this option is not showing, the account is not locked. The advisor should:


  1. - Check that the client has used the original activation email
  2. - If they have created a password and security question but cannot log in, they should select 'Forgotten password' which will send them an email link to reset their details

Thank You,

Service Desk