A user account can have one or more authentication method or device paired with the account. A user's account can become locked, and sometimes the authentication method or device paired with the user's account can also become locked. This section describes how to unlock a user account, and any devices paired with the account.
  • A user account can be locked out if a user has more than five incorrect password attempts within 15 minutes.
  • A user account and the methods and devices associated with the account might be locked because of incorrect MFA authorization actions, such as entering an incorrect one-time password, or declining push confirmations on a mobile device. The duration of the device lock is defined by the MFA policy.
Tip: If an authentication methods or device is locked, a Locked icon is shown in the Method and Devices table in the relevant user's profile. User identity showing that the email authentication method is currently locked for this user.
For information about user account lock settings, see Configuring MFA settings. For information about MFA device settings, see MFA policy .

To unlock an MFA method or device for a specific user:

  1. Go to Identities > Users.
  2. Locate the user you want to enable, disable, or unlock. You can browse or search for users.
  3. In the user list, click the toggle to enable, disable, or unlock the user account.
    A screen capture showing the user toggle switch.
    Note: You cannot lock a user account manually, but you can disable it.
  4. To unlock the MFA method or device for a specific user:
    1. In the user list, click the user entry.
    2. Click Services > Authentication.
    3. Next to the device that you want to unlock, click More Options, and then click Unlock.