How Admins can Unlock "Locked" Agent Accounts

After 18 unsuccessful attempts to log into Alloy, the account of the agent trying to log in will be permanently locked. The agent will be instructed to reach out to the account administrator who has the permission (more on Agent Settings here and Permissions here) to unlock the locked agent account.

As an Admin, How to Unlock a Locked Agent Account

The account administrator can unlock the locked agent account in Settings > Agent Settings.

When an account is locked, a lock icon () is displayed under the "Status" of the agent. When hovering over the icon, it shows for how long the account will remain locked:

However, when an account is permanently locked (after 18 unsuccessful attempts), then a red lock icon () is displayed under the "Status" of the agent:

By hovering over the lock icon, you can see that the account's status is "locked."

To unlock the account:

1. Click the icon on the right (next to "Role").
2. Select "UNLOCK ACCOUNT."
3. Check if the "Status" has been updated from a red lock icon () to a green person icon ().

Once the account is unlocked, the agent's status will update to "Account is Active." The agent's account is now unlocked and active.

Here are some additional related articles:

• How do I reset my password when I can't sign in?
• Forgot Password or New Account Invitation Links Expired
• Where is my password reset email?
• Why is my Alloy account no longer active?
• Password Rules for Alloy Login