> For the complete documentation index, see [llms.txt](https://docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.verifone.com/support-us/payware-connect/user-management/reseller-portal/unlocking-a-user.md).

# Unlocking a User

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

{% hint style="info" %}
**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.
{% endhint %}

{% hint style="danger" %}
**Do NOT use this page when** your own account is the one that's locked — see the note below instead.
{% endhint %}

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

{% hint style="warning" %}
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.
{% endhint %}

## Unlock a user

{% stepper %}
{% step %}

### Open User Manager

Go to **Account Admin** → **User Manager**.
{% endstep %}

{% step %}

### Choose the user group

Select **My Users**, **Reseller Users**, or **Merchant Users**.
{% endstep %}

{% step %}

### 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**.
{% endstep %}

{% step %}

### Confirm the unlock

Confirm the unlock. The lock icon disappears when the account is unlocked.
{% endstep %}
{% endstepper %}

<details>

<summary>Keywords</summary>

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

</details>


---

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