Unlocking a User

Unlock a My Users, Reseller Users, or Merchant Users account after failed password attempts.

Use this page when you have appropriate access, such as an Administrator, and need to unlock an account that's locked after failed password attempts.

Do NOT use this page when your own account is the one that's locked — see the note below instead.

An account locks after three consecutive failed password attempts. Only users with appropriate access, such as an Administrator, can unlock accounts.

Setup / If a merchant administrator is locked out or has lost their password

Locked merchant administrators can contact you or wait 30 minutes for automatic unlocking. If necessary, they can contact PAYware Connect Technical Support.

If a merchant administrator loses their password, reset it. Passwords are encrypted and cannot be retrieved.

Unlock a user

1

Open User Manager

Go to Account Admin → User Manager.

2

Choose the user group

Select My Users, Reseller Users, or Merchant Users.

3

Select the locked user

Find the user in User Search/Maintenance. A lock icon in the first column identifies a locked user. Select the user's row, then click Unlock.

4

Confirm the unlock

Confirm the unlock. The lock icon disappears when the account is unlocked.

Keywords

Also called: locked account, locked out, failed login, unlock account. Search terms: user manager, My Users, Reseller Users, Merchant Users, three failed attempts.