Lock account

Target Audience: Administrators

Introduction

As an administrator, you can lock or unlock user accounts. Locking an account prevents the account holder from logging in via the Client Portal and from initiating any credential-change or password-reset flows. This is particularly useful when customer service needs to manage an account on behalf of a user — the administrator can still access and perform actions on the account, while ensuring the actual customer cannot change credentials or reset their password during that time.

Note that locking an account does not affect the account's active/inactive state, nor does it cancel any active subscriptions associated with the account.

Lock an account

To lock an account, navigate to PAP > Customers > Customer details and you will find a link to perform the action on the left hand side. Once locked, the account holder will be unable to:

• Log in via the Client Portal
• Request a password reset
• Complete a password reset
• Request a one-time password (OTP)

The user will receive an error message indicating that the account is locked and that they should contact customer support to have it unlocked.

Unlock an account

To unlock an account, navigate to PAP > Customers > Customer details and you will find a link to perform the action on the left hand side. Once unlocked, the account holder will regain the ability to log in and perform authentication-related actions as normal.

Tracking

All lock and unlock actions are logged in the account Timeline, including which administrator performed the action.