Applies to: Cloud Portal

Summary:

After a Cloud Portal user fails to sign in for the third time, they will be locked out.

This article describes the process to unlock the account, and who has the permission to do so.

Permissions:

NOTE: In general, a role can only unlock a lower role.
* Super Admins can unlock Admins and Users.
* Admins can unlock Users.
Exception: A linked Partner Super Admin or Partner Admin has special permissions.

Most customer organizations have a linked Partner organization to assist with system administration. For these customers, the account unlocking permissions are shown in the following table.

NOTE: The unlocker is located in the first column.

Within a STEP partner organization, both Partner Super Admins and Partner Admins may unlock Partner User accounts. However one Partner Admin may not unlock a peer Partner Admin.

NOTE: To unlock a Partner Super Admin account contact Hanwha Vision 
Technical Support.

Step By Step Guide:

A user has locked themself out of their account.

To unlock the account:

1. Using credentials that have authority to unlock the account, sign in to your Cloud Portal account.
   
   
2. Click the Users tab at the top of the screen.
   
   
   
3. Locate the locked User from the list.

   NOTE: You can sort the list by clicking the column headers, such as Status.

   
   
   
4. Click the ellipsis (3 dots) on the locked user's row to edit their details.
   
   In the user's details page, you will notice an Unlock Account link in the top right-hand corner.
   In the following images, notice the one on the left is unlocked, but the one on the right is locked.
   
   
   
5. Click the Unlock Account link.
   You will receive confirmation within seconds.
   
   
   
6. Return to the Users page, where the user's status will have reverted from Account Locked to Active.