This knowledge base article will walk you through the process of unlocking coach accounts for coaches in your system who are unable to log in due to their account being locked. After reading this documentation, you will be able to successfully unlock a coach account.
How a Coach Account Becomes Locked
A coach account will become locked if one of the following occurs:
- The coach has more than 5 failed password attempts.
- The coach has more than 5 failed password reset email attempts.
When the coach fails for the 5th time, the coach receives a prompt to input their email for a password reset. If the coach recalls their password and does not wish to reset their password, unlocking the locked coach account is required.
Unlocking a Coach Account
To unlock a coach account, navigate to the profile of the locked coach.
If the account is locked, at the top of the profile you should see the option to Unlock account. This button is located next to the blue Deactivate button.
Click the Unlock account button to unlock the coach account. Instruct the coach to refresh their browser. The coach should now be able to input their password.
Important Note: Clicking this button resets the failed password counter to 0. If the coach fails to recall their password 5 additional times, the account will re-lock and the coach will again be prompted to input their email to change their password.
We Recommend: If needed or requested by the coach, you can also initiate a password reset by selecting the Send Password Reset Email button, which is also located next to the Deactivate button.
Here are some additional resources: