How to deal with sign-in problems
Locked accounts, who is signed in now, and recent sign-in failures.
Last updated 12 October 2026
What you will learn
- How to unlock an account
- How to see who is signed in
- Where to see failures
Security is for responding to a problem now: somebody cannot get in, or you are worried about an account. It is deliberately separate from the audit log, which is the whole history.
- Locked accounts
- Accounts locked by too many wrong passwords, with how many attempts and until when.
- Sessions
- Who is signed in right now.
- Events
- Recent sign-in failures and lockouts.
Unlock somebody
Step 1. Click Security in the left-hand menu.
Step 2. Stay on Locked accounts.
Step 3. Find the person and use the action on their row to unlock them.
Step 4. Tell them to type their password carefully, and check Caps Lock.
Make sure it is really them
Before unlocking an account or resetting a password, confirm you are talking to the right person. Asking to be let in is exactly what an attacker does too.
What you should see
The account is unlocked and the person can sign in again.
Helpful tips
- A lockout usually clears by itself after a short time — waiting is often enough.
- Many failures on one account in a short period is worth investigating, not just unlocking.
If something goes wrong
- You unlocked the account and they still cannot sign in.
- Check the account is active on the Users screen, and that they are using the right username.