In this article, we will be looking at managing locked and suspended users on the platform. Both locked and suspended users are blocked from accessing the platform, but they have different triggers.


Locked users

A locked user is automatically locked out of their account if they haven't logged in for a specified number of days. This feature can be managed under the Settings tab of the system admin page. You can toggle the feature on or off and specify the number of days before automatic locking.

To unlock a locked user, follow these steps:

  1. Click on the system cog icon to open the system admin page.

  1. Navigate to the “Users” tab to view all users in the system.
  2. Search for, find & select the locked out user(s) with the check box in the leftmost column. *The “Show suspended users” radio button may need to be set to on in the top toolbar.

A screenshot of a phone Description automatically generated

  1. Click on Actions from the top toolbar and choose Unlock User.
  2. A green banner at the top of the screen will display the number of locked users that have been unlocked by this interaction.


Suspended users

Suspended access is manually managed by system admin users. Deletion of users is strongly discouraged, as this would interfere with their previous actions. Instead, users can be suspended from their account.

To suspend a user, follow these steps:

  1. Click on the system cog icon to open the system admin page.

  1. Navigate to the “Users” tab to view all users in the system.
  2. Select the user to be suspended.
  3. Click on Actions and choose Suspend Access.
  4. The status of the user will show as Suspended.

You can manage the view of suspended users using the “Show suspended users” radio button in the top toolbar. 

To restore access to a suspended user, follow these steps:

  1. Select the suspended user with leftmost selection the check box.
  2. Click on Actions from the top toolbar and select Restore Access.
  3. The user’s status will be returned to Active.