To protect customer accounts from unauthorised access, the platform automatically blocks a login after too many failed password attempts. If a genuine customer gets locked out, you can restore their access in a couple of clicks.
What you can do here
- See which customers are currently locked out of their accounts.
- Restore login access for a blocked customer.
Step by step
- Go to Customers in your dashboard.
- Look for Accounts Locked in the Dashboard this shows you all the accounts currently locked out.
- Find the customer you`re trying to unblock, or open their record directly if you already know who it is.
- Look for the Login Blocked label on their record.
- Click it to restore their login access.
Tips
- Confirm the customer`s identity before unlocking their account, especially if they contacted you unexpectedly.
- If a customer is repeatedly getting locked out, it`s worth suggesting they reset their password rather than keep guessing it.
Ask the assistant
The AI assistant can help you manage this directly. Try:
- "Show me all customers currently locked out of their accounts"
- "Unlock the account for customer jane@example.com"