If an account is Blocked and the user cannot access their account as it needs unblocking, please contact your Organisation's administrator - The users' access is being prevented by an administrator and can also be unblocked by an administrator. If the user has been blocked by an administrator, the user will not receive a reset password email and resetting their password will not grant them access.
If an account is Locked - The user has entered their password incorrectly multiple times consecutively. The limit of incorrect tries is 5 times and after this the account will be locked. This is done to prevent potential unauthorized access to a users' account. Once a user resets their password it is implied (by virtue of the users' access to the email address associated to the account) that the correct user is in possession of the account and the lock is removed. If an account is locked and a user can’t access their account by resetting their password as it needs unlocking, please raise a ticket on the homepage of the Help Portal for further assistance.
For Club Administrators
Please assist users to unlock their account by the user resetting their password. Please see Help a user reset their password guide for how to do this. If the account still cannot be accessed, you may need to raise a ticket within the Help Portal, where one of our analysts can assist you.
To unblock an account, go into the 'Organisation Admin' module. This will present you with the panel which highlights accounts that have been; active the the last 30 days, locked and blocked. Then simply press the 'Blocked' option which will bring up a list of all blocked accounts.
If you unblock an account, it sets the Blocked column to 'No'. Nothing happens to the 'Strikes' (invalid attempts) column.
- If there are more than 3 strikes it is a 'Locked account'. So, if you unblock an account, it may or may not be locked depending on the strikes value.
- The strike value will increase with every unsuccessful login attempt.
- To reset the Strikes values, the user must successfully log in if less than 3 or reset their password if 3 or more.