Unable to reset password

[Emilia Pagliaro]

Good afternoon, 

One of our users is not able to login or reset their password. They receive the following error:

"We locked your account temporarily for your security because we noticed that you entered your password incorrectly too many times."

The issue has been ongoing since 8:30 AM (over 3 1/2 hours). 

Can someone please advise:

• how long this temporary lock out will last?
• if there is a way to manually unlock accounts when they are in this state?

Thank you very much,

Emilia P.

ProSlide Technology Inc.

[Allain Umailin]

Hello @Emilia Pagliaro,

Thank you for reaching out to us through our Community Forums!

For your kind information, the message about the account being suspended normally happens if the user is trying to log in with an incorrect password 5 consecutive times.

The suspended account will automatically revert back to Active after a few hours, but it can be set to Active immediately by logging in to your Nitro Admin portal.

Could you please provide the email address of the affected user of this issue so we can check its status in our Nitro Sign cloud server?

To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

Thank you very much in advance and I am looking forward to hearing back from you.