Lock or Unlock User

Select this action to lock the user's account, so they cannot log in to Digital Banking. Once locked, the Unlock User action becomes available in the Actions menu to unlock the user's account. This action is available from the user profile's Actions menu for customers/members and staff.

Note: Unlocking a user does not reset the number of failed login attempts that triggers a risk rule.

To lock a user:

1. From the Admin Platform sidebar, select Customers/Members or Staff members > Staff, depending on the user type.

2. From the user list, select a user's name to open their profile. 

3. From the Actions menu, select Lock user.
   

   

   
   

4. A confirmation message appears. Select Yes, Lock user to proceed, or select Cancel, leave user active to exit without changes.
   

   

To see whether a user was locked by staff or locked because they triggered a risk rule, go to the History section of the user's profile. If the user.lock Action shows a staff user as the Actor, they were locked manually. If it shows the user as the Actor, then they triggered a risk rule. For more information, go to Locked Users from Risk Rules.

To unlock a user:

1. From the Admin Platform sidebar, select Customers/Members or Staff members > Staff, depending on the user type.

2. From the user list, select a user's name to open their profile. 

3. From the Actions menu, select Unlock user (this option is available only for locked users).

4. A confirmation message appears. Select Yes, unlock user to proceed, or select Cancel, leave user locked to exit without changes.