Issue: Locked out of Silverline Portal account

Description

• You try to log into Silverline Portal, but your account is locked and thus you can't access Portal
• Can't login to Portal
• Error message: "Your account is locked"

Environment

• Silverline Portal
• User Management

Cause

• After 6 failed login attempts, users are locked out of their Portal account. 

Resolution

For Non-Admin Users

Ask to have your account unlocked. 2 Options:

• Contact your Customer Admin to unlock account (preferred).
• Or Contact the SOC to unlock account (may take longer)

For Customer Admins: How to Unlock Portal Account

1. Navigate to Customer Info (Portal's home page) > Users
2. Locate the locked user account, which will say Locked under the Actions column
   • 
3. Under the Actions column, click Unlock Account
4. Inform user that they can now log in

Related Content

• Q&A: What are the User Roles in Silverline Portal?
• How to Setup 2FA for Portal Users
• How to add users to my Silverline Portal account