Cannot Login Due to Lock Out

Sherwin

one of our users is locked out due to failed login, she's waited all day since the notification says it will unlock after an hour. almost a day has passed it the same error when she logs in.

Genevieve P.

Hi @Sherwin

If your user has forgotten her password, she can use the link in this Help Article to request a new password reset: https://help.smartsheet.com/articles/2480381-troubleshoot-login-issues

If this hasn't helped, have the user contact Support through the form in this article: https://help.smartsheet.com/articles/2482719-troubleshooting-support-portal-access

Cheers,
Genevieve