> 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/store-portal/unlocking-a-user.md).

# Unlocking a User

Unlock a Store Portal user who was locked out after failed password attempts.

{% hint style="info" %}
**Use this page when** you're an Administrator and need to unlock another Store Portal user who was locked out after failed password attempts.
{% endhint %}

{% hint style="danger" %}
**Do NOT use this page when** your own Administrator account is the one that's locked — only an Administrator can unlock a user, so you can't unlock yourself this way. See the note below instead.
{% endhint %}

A user is locked after three consecutive failed password attempts. Only an Administrator can unlock the account.

## Setup / If you're locked out yourself

{% hint style="warning" %}
**If your Administrator account is locked**, wait 30 minutes for it to unlock. You can also contact your PAYware Connect Reseller. Contact PAYware Connect Technical Support if your reseller is unavailable.

**If you forget your Administrator password**, ask your PAYware Connect Reseller to reset it. Passwords are encrypted and cannot be retrieved. Contact PAYware Connect Technical Support if your reseller is unavailable.
{% endhint %}

## Unlock a user

{% stepper %}
{% step %}

### Open User Manager

Select **Account Admin**, then select **User Manager**. The **User Search/Maintenance** window opens. Users appear in alphabetical order by user ID.
{% endstep %}

{% step %}

### Select the locked user

Select the locked user, then select **Unlock**. Locked users show a lock icon in the **Lck** column. The selected row turns blue. PAYware Connect asks you to confirm.
{% endstep %}

{% step %}

### Confirm the unlock

Confirm the unlock. The lock icon is removed from the **Lck** column. The user can sign in again.
{% endstep %}
{% endstepper %}

<details>

<summary>Keywords</summary>

Also called: locked account, locked out, failed login, unlock account. Search terms: Lck column, user manager, three failed attempts.

</details>


---

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