{"id":87913,"date":"2023-06-05T13:09:49","date_gmt":"2023-06-05T17:09:49","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;p=87913"},"modified":"2023-10-18T14:07:22","modified_gmt":"2023-10-18T18:07:22","slug":"users-my-account-is-locked","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/users-my-account-is-locked","title":{"rendered":"Troubleshoot End User Issues"},"content":{"rendered":"\n<div class=\"wp-block-cgb-accordion-faq-wysiwyg gutenberg-accordion\"><a class=\"gutenberg-accordion-header is-type-title-default has-text-night-blue\" href=\"#i_can_t_access_my_jumpcloud_account_because_it_s_locked\" data-action=\"collapse\">I can&#8217;t access my JumpCloud account because it&#8217;s locked<\/a><div id=\"i_can_t_access_my_jumpcloud_account_because_it_s_locked\" class=\"gutenberg-accordion-content-container is-collapsible\"><div class=\"gutenberg-accordion-content\">\n<p>Your account can be locked for the following reasons:<\/p>\n\n\n\n<ul>\n<li>Failed login attempts.<\/li>\n\n\n\n<li>Expired password.<\/li>\n\n\n\n<li>Expired Multi-factor Authentication (MFA) enrollment period.<\/li>\n<\/ul>\n\n\n\n<p>Your IT administrator will need to unlock your account for you. After it\u2019s unlocked, you may need to take action, such as <a href=\"https:\/\/jumpcloud.com\/support\/change-your-user-portal-password\" target=\"_blank\" rel=\"noreferrer noopener\">reset your password<\/a> or <a href=\"https:\/\/jumpcloud.com\/support\/set-up-authenticator-app-for-user-account\" target=\"_blank\" rel=\"noreferrer noopener\">set up MFA<\/a> for your account.<\/p>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cgb-accordion-faq-wysiwyg gutenberg-accordion\"><a class=\"gutenberg-accordion-header is-type-title-default has-text-night-blue\" href=\"#my_user_registration_failed\" data-action=\"collapse\">My user registration failed<\/a><div id=\"my_user_registration_failed\" class=\"gutenberg-accordion-content-container is-collapsible\"><div class=\"gutenberg-accordion-content\">\n<p>When registering a new user account, there are several ways the process can fail, including:<\/p>\n\n\n\n<ul>\n<li>The activation email isn&#8217;t received.<\/li>\n\n\n\n<li>The registration fields don&#8217;t validate or allow text to be entered.<\/li>\n\n\n\n<li>When submitting the form, the page doesn&#8217;t refresh properly.<\/li>\n\n\n\n<li>The registration link leads to a notification that says &#8220;Activation code has either already been used or has expired.&#8221;&nbsp;<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card note\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/note-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Note:<\/strong> \n<p>The expiration time for the activation link is seven (7) days.<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n<p><strong>Cause<\/strong>:<\/p>\n\n\n\n<p>The activation email wasn&#8217;t sent or was caught by a spam filter.&nbsp;<\/p>\n\n\n\n<p>&nbsp;-OR-<\/p>\n\n\n\n<p>The registration link is expired or has already been used.&nbsp;<strong>Note<\/strong>: The expiration time for the activation link is seven (7) days.<\/p>\n\n\n\n<p>&nbsp;-OR-<\/p>\n\n\n\n<p>An unsupported browser or a supported browser in an unsupported configuration is being used to complete the form.<\/p>\n\n\n\n<p><strong>Resolution<\/strong>:<\/p>\n\n\n\n<ol>\n<li>See the password reset workflow linked&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/reset-passwords\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.&nbsp;<\/li>\n\n\n\n<li>If you haven&#8217;t received the registration email, check your spam folder or follow the password reset self-service linked in step one, or contact your JumpCloud administrator to have the email resent.<\/li>\n<\/ol>\n\n\n\n<p><strong>Note<\/strong>: If signing up for the service on our&nbsp;<a href=\"https:\/\/jumpcloud.com\/signup\" target=\"_blank\" rel=\"noreferrer noopener\">signup page<\/a>, please retry completing the registration form after confirming the requirements listed below.<\/p>\n\n\n\n<p>If you&#8217;re not experiencing any of the above symptoms, ensure the following requirements have been met:<\/p>\n\n\n\n<ul>\n<li>Make sure you are using a&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/supported-web-browsers\" target=\"_blank\" rel=\"noreferrer noopener\">supported browser<\/a>.<\/li>\n\n\n\n<li>Make sure cookies and javascript are enabled, as third party plugins can disable these browser functions.<\/li>\n<\/ul>\n\n\n\n<p><strong>Note<\/strong>: Try a supported browser in incognito or private browsing mode. This will typically disable plugins that may be blocking.&nbsp;<\/p>\n\n\n\n<p>If the above resolutions don&#8217;t solve the issue, contact your JumpCloud administrator to verify your account status and assist in troubleshooting.<\/p>\n<\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":218,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","inline_featured_image":false,"footnotes":""},"support_category":[2955,3127,2850],"support_tag":[],"coauthors":[3011],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshoot End User Issues - JumpCloud<\/title>\n<meta name=\"description\" content=\"Understand why your account is locked as a JumpCloud user and how to resolve it, as well as explore resolutions.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jumpcloud.com\/support\/users-my-account-is-locked\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshoot End User Issues\" \/>\n<meta property=\"og:description\" content=\"Understand why your account is locked as a JumpCloud user and how to resolve it, as well as explore resolutions.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/users-my-account-is-locked\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-18T18:07:22+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/07\/202405-MISC-JumpCloudHelpCenter-SiteDisplay-min-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"890\" \/>\n\t<meta property=\"og:image:height\" content=\"525\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"nickconrad\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/support\/users-my-account-is-locked\",\"url\":\"https:\/\/jumpcloud.com\/support\/users-my-account-is-locked\",\"name\":\"Troubleshoot End User Issues - 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