Tip: How to unlock a user account after too many failed login attempts

By default, a user will be temporarily locked out of a Recollective site after they have exceeded the defined number of failed login attempts. To configure the number of allowed attempts, the duration the account is locked for, and which administrators are notified, navigate to Site Administration > Account Settings.

By default, accounts will be locked after 10 failed login attempts. When this occurs, the user will be prompted to provide their email address to reset their password.

Note: If you have elected to not include email addresses for your participants, they will not be able to use this option to reset their passwords since, without an email address associated with their account, they are not able to receive a password reset link. In this circumstance, please refer to the temporary password assignment method below.

After their password has been reset, the user will still be locked out of the site for a defined duration of time (10 minutes by default). If site access is not urgent, the user may opt to wait for the lockdown period to end before attempting to login again.

Alternatively, an Analyst on the site can manually unlock the user’s account and even assign a temporary password to expedite the process.

Unlock a User’s Account

📍 Go to Site Administration > Search Panelists OR Site Administration > Admins > All Admins
  1. Locate the user’s account by typing their name or email address into the Search bar
  2. Click on the user’s name to access their account page.
    1. Note: A locked user account will have the date of their last visit highlighted in red.
  3. Click the Unlock Account button at the top-right of the page

Once the account is unlocked, the user will be able to login with their new password if they reset it. However, if the user was not able to reset their password because they do not have an email address associated with their account, an Analyst can assign them a temporary password.

Assign a Temporary Password to a User’s Account

Similar to unlocking an account, you'll need to have an Analyst account to edit another user’s password.

📍 Go to Site Administration > Search Panelists OR Site Administration > Admins > All Admins
  1. Locate the user’s account by typing their name or email address into the Search bar
  2. Click on the user’s name to access their account page
  3. Enter a new password in the provided fields on the form
  4. Select the Force password change option 
  5. Click Save to apply your changes

Then, you can send the user the following instructions to login:

  • Go to: {your Recollective site URL}
  • Enter your email address/username
  • Enter password: {temporary password you assigned them}
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