Unlock a Locked User

To protect agency and client data, HawkSoft prevents a user from logging in when too many failed sign-in attempts have occurred by 'locking out' the user account the failed log-ins were attempted on.

When a user is locked out, HawkSoft will send an email to the locked-out user's Account Email with instructions on how to unlock the account and reset the password. Additionally, a HawkSoft administrator can unlock a locked-out user from User Setup.

This article explains how to unlock a locked-out user account, whether you are the user whose account email has been locked out, or you are an agency administrator looking to unlock a user's account.

To unlock your user account

If you receive a notification that your HawkSoft user account has been locked out, HawkSoft will send an email to the Account Email listed on your HawkSoft user profile with instructions on how to unlock your own account.

You will be required to provide your HawkSoft Username (your HawkSoft initials plus your agency's Agency ID), as well as the email address listed on your HawkSoft account.

If you do not receive the 'Locked Account' email in your inbox, wait 5 minutes, and check your email's Spam and/or Junk folders to see if your email provider has flagged the email as spam.

If you still do not receive the email, an agency administrator will have to unlock the HawkSoft account for you. Have your agency administrator perform the steps under (Administrators) To unlock another user's account.

1. Open your email inbox, and open the email from HawkSoft informing you that your account has been locked out.

2. Click on the link provided in the email.

   Your browser opens to a HawkSoft 'Unlock Account' webpage.

3. Enter the Username of your HawkSoft account, as well as the Account Email you received the 'Locked Account' email from.

   Your HawkSoft Username is structured as follows: Either [User Initials]@[Agency ID] or [Agency ID]\[User Initials]. Your agency's Agency ID is displayed on the login window of the HawkSoft desktop app.
   
   Example: ABC@12345678 or 12345678\ABC.

4. Click Unlock Account.

   If the information entered is correct, you will receive a new "Forgot Password" email from HawkSoft, containing a new, temporary password for your HawkSoft account.

5. Open your email inbox, and open the "Forgot Password" email sent by HawkSoft.

6. Copy the temporary password shown in the email.

7. Open HawkSoft, and log in using your user initials and the temporary password provided to you.

   Upon successfully logging in, you are prompted to create a new password.

8. Follow the prompts in HawkSoft to set a new password for your account.

   Once your new password is set, you are successfully logged into HawkSoft.

(Administrators) To unlock another user's account

In cases where the locked-out user is unable to follow the steps shown in the previous section, a HawkSoft administrator can quickly unlock a locked-out user's account from User Setup.

1. Open the Setup menu inside of the HawkSoft Desktop App or HawkSoft on the Web, and select User Setup.

   HawkSoft Agency Setup opens to the User Setup tab.

2. Locate and click on the locked-out user from the table of users.

   You can quickly see which users are locked-out by opening the menu, and checking "Locked Users" to only show locked-out users in the table.

   The user's profile opens, and an orange banner appears across the top of the profile indicating the user is locked out.

   

3. Click Unlock User.

   A green confirmation message appears at the bottom of the screen, and the orange banner disappears.

4. Close User Setup, and inform the user that their account is unlocked and they can attempt to log-in again.

   If the user has forgotten their password, HawkSoft administrators can reset a user's password and require the user to create a new password upon logging in. See Modify a User Profile for more information.

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