How to Unlock a Locked User Account Using the SDL Client Admin Tool

New to the SDL Client Admin Tool? Start with How to Access and Use the SDL Client Admin Tool for how to log in and find your way around.

Use this when a staff member in your town has been locked out after too many failed login attempts. This article covers finding the locked account and clearing the lockout.

Before You Begin

You will need:

• Town Admin access in the SDL Client Admin Tool.
• The user's name or username.
• About one minute.

Step 1: Find the locked user

Search for the user by name or username, or load your town group from the dropdown and browse the list. A locked account shows a red [L] indicator next to the name.

Step 2: Select the user

Click on the user's name to select them. The Unlock Account button only becomes clickable when the selected user is currently locked.

Step 3: Unlock the account

Click Unlock Account. A confirmation prompt appears. Click Yes to confirm. A green confirmation message appears, and the user can log in again right away.

The Unlock Account button is greyed out. The selected user is not currently locked. The button only activates for locked accounts. Check the user list for the [L] indicator to confirm the account is actually locked.

I unlocked the account, but the user still cannot log in. Check whether the account also shows a [D] indicator. If it is disabled, see Enable Account. If the user also forgot their password, see Reset Password.

I am still having trouble. Email support@getsdl.com and we will walk through it with you.