If you are having these issues:
- Unlock option is not available"
- "Will not let me send another activation email"
- 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:
- - The client has not used their original activation email and the link has expired after 7 days
- - 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:
- - Check that the client has used the original activation email
- - 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