If a user at your company has an ECExpress login, their account will be locked after 5 unsuccessful login attempts.
Here’s what happens and what to do to unlock that user:
After the user attempts to log into ECExpress, they will see a red text message on the login page stating their account has been locked and that they need to contact their ECE Administrator to unlock it.
If you’re the administrator:
- Log into ECExpress
- Go to Account > User Administration
- Find the locked user (‘Locked’ appears beside their name in the Login Failures column)
- Select the user and click the ‘Unlock’ button
- Pop-up window will ask “Are you sure?”
- Click OK in the pop-up window
- The User is now unlocked
- Tell the user to try logging in again
- User goes to login page and can try their old password, but they should choose the reset password option, since the password(s) they tried previously locked their account
- User gets email from EC Support with a link asking them to reset their password
- Clicking the link takes the user to a page where they enter their new password twice
- Once done successfully, the user is now logged into ECExpress.