If your account is locked, you will see this error message.  Please contact your Agency Administrator. 

Select "Staff" from the left navigation bar.  

Select the staff member from the list or type their name into the "Search" bar.  You can search by first or last name. 

To the right of the staff member's name, you will see these action buttons.  Click on the action button titled "Roles."

If a user is locked out, it will say "Yes" in red.  You can reactivate them from this screen by simply clicking on the "Reactivate" button. 

This user account is no longer locked, and you will see this success message in the upper right hand corner. 

Then, click on the "Back to Staff" button.

Next, click on the action button titled "Options." 

From the drop-down list, click on "Reset Password."

You will see this verification question. Click on "OK" to reset this user's password to the Global Password. 

The Agency Administrator needs to communicate to the user that the account has been reactivated and the password has been changed to the Global Password.

The user will now need to log in with their username and the company Global Password given to them by the Agency Administrator.  Then, click on the "Login" button.  

The user will then see this screen. Enter the Global Password in the Default Password field, and then create a new password and enter it into the New Password field. Retype the new password once more in the Confirm New Password field. Then, click on the "Update Password" button.

This guide will show you how to help a user reset their password in the event that they have been locked out of the system.  Access to change the Global Password is based upon your role permissions granted to you by your Agency Administrator.

Locked Out?

User Error Message

Process for Agency Administrator

Reactive a Locked Account

Reset Password

Logging In with Global Password