The locked out user will be seing the following message if the account is locked out:
As an administrator, go to the backoffice administration and open the USERS page.
You will be finding different tabs upon the status of the accounts you administrate.
If no account is concerned by a status, the TAB will NOT be displayed.
Open the "Locked" tab > Open the account > Hit the Unlock button.
The account is now unlocked and the number of tries is reset to zero.
You might have to RESET the PASSWORD as well, if the user cannot remember it.
If you cannot see a locked out user account in your list, you might not have sufficient rights to administrate it. Please contact [email protected] for further support.