An account is locked automatically after too many incorrect password attempts in a row: 5 attempts for a personal account, 10 attempts for a generic (shared) account.

A locked user sees the following message when they try to log in:

SSO users can be locked too. This happens when a wrong password is typed 5 times in a row with their username. The user can still log in with their company account, but AGOA then refuses their next action. To fix it, unlock the account in the Backoffice as described below.

As an administrator, go to the Backoffice and open the Users page. You'll see different tabs depending on the status of the accounts you administer — a tab is hidden if none of your accounts have that status.

Open the Locked tab, open the account, and click Unlock.

The account is now unlocked, and the number of failed attempts is reset to zero. You may also need to reset the password if the user can't remember it.

If you can't see a locked user in your list, you may not have the rights to administer it — contact [email protected] for help.