Troubleshoot: End User Issues

Your account may be locked for the following reasons:

• Failed login attempts.
• Expired password.
• Expired Multi-factor Authentication (MFA) enrollment period.

Resolution: Your IT administrator will need to unlock your account for you. After it’s unlocked, you may need to take action, such as reset your password or set up MFA for your account.

When registering a new user account, the process may fail if:

• The activation email isn't received.
• The registration fields don't validate or allow text to be entered.
• The page doesn't refresh properly when submitting the form.
• The registration link leads to a notification that says "Activation code has either already been used or has expired." 

Causes:

• The activation email wasn't sent or was caught by a spam filter. 
• The registration link is expired or has already been used. 

• You're using an unsupported browser or a supported browser in an unsupported configuration (such as third-party plugins blocking scripts).

Resolution: If you haven't received the registration email:

1. Check your email spam folder.
2. Follow the password reset workflow. See Reset Passwords to learn more. 
3. Contact your IT administrator to have the email resent.

If you're experiencing browser issues or form validation errors:

1. Ensure you're using a supported browser. See Supported Browsers to learn more.
2. Ensure cookies and JavaScript are enabled. Third-party plugins can disable these browser functions.

3. If the issue persists, contact your IT administrator to verify your account status and assist in troubleshooting.