When you find out that you are unable to login, even typing the correct password, the first thing to do is to click Forgot password in order to reset it and be able to log in again. In most cases, this procedure works. In some rare situations, after doing that and trying to log in again, the account gets locked again.
- Make sure the password is properly copied from the email and that there are no extra spaces, periods, commas, and so on.
- Remove the stored password from the browser.
- If you have received multiple emails with temporary passwords, be sure to use the latest one.
If even then you are still unable to log in, please file a support ticket.
If this issue comes up and the customer states that they already did what this article recommends, ask them to schedule a screen sharing session before escalating the issue. During the session, watch them reproduce the issue and try to spot if they are making some mistake. In most cases, it is not a problem in the application but in how it is being used.
If you cannot detect anything wrong, generate a new password for the user and log in to the system using it. If it works, ask the user to try again with the newly generated password. As a last resource, escalate the issue to L2, telling everything you have tried to make things work.
You are able to log in with the new password successfully.