Unlock User Accounts

Users are locked out of their account after they exceed an organization’s number of allowed failed login attempts. This is to keep the account secure and prevent attackers from breaking into the account. See Manage Password and Security Settings to learn about the failed password attempts until lockout setting.

If you want your users to be able to log back in after a certain amount of time has passed from the lockout, you can configure that too. See Password Settings in the JumpCloud Admin Portal to learn about the minutes until locked account is automatically unlocked setting.

Determining if a User’s Account is Locked

When a user’s account is locked, a red ( ! ) status icon appears in the Password Status column of the Users list.

In the User panel, the Security Status section indicates whether the user’s account has been locked due to repeated failed login attempts or due to an expired password. See Password Statuses to learn more.

Note about concurrent lockouts: User accounts can be concurrently locked out, meaning that accounts can be locked after repeated failed login attempts and have an expired password at the same time. In this situation, the Account Locked Out status shows on their User panel. After the account is unlocked, the Password Expired status shows and the account password needs to be reset. See Reset Passwords to learn more.

Unlocking a User’s Account

You can unlock a single user from the User panel or multiple users from the more actions menu on the Users list. When you unlock a user account that is locked due to failed login attempts, the accumulated failed login attempts are cleared and users regain access to their account. Be aware that unlocking a user account doesn’t automatically reset their password. If users don’t remember their account password, they need to have their password reset. See Reset Passwords to learn more.

Also, be aware that only accounts that are locked due to failed login attempts can be unlocked. Accounts locked due to expired passwords cannot be unlocked. See Password Statuses to learn more.

Unlock a User Account from the User Panel

To unlock a user’s account from the User panel:

1. Log in to the JumpCloud Admin Portal.
2. Go to USER MANAGEMENT > Users.
3. Select a user to view the User panel.
4. Click the Account Locked Out status, then select Unlock User Account.
   
5. The user account is unlocked and you see a notification of the successful unlock.

Unlock One or More User Accounts from the Users List

To unlock user accounts from the Users list More Actions menu:

1. Log in to the JumpCloud Admin Portal.
2. Go to USER MANAGEMENT > Users.
3. Select one or more users with an Account Locked Out status.
4. Click more actions, then select Unlock User Account.
5. The selected user accounts are unlocked and you see a notification of their successful unlock.

Preventing Users from Becoming Locked Out

To prevent users from getting locked out of their account after failed log in attempts:

1. Log in to the JumpCloud Admin Portal.
2. Go to USER MANAGEMENT > Users.
3. Select a user and click Details.
4. In the User Security Settings and Permissions section, select the checkbox next to Bypass account lockout policy for user’s managed device.
5. Click save user.