Account is locked out
Hi Team,
My colleague shamim.modak@yougov.com is getting a login issue; she has not received any code, or is getting an account is locked out error.
Best Answer
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Hi @Ritesh Pongde,
As the user is getting an “account is locked out” message, it might be that they’re signing into an account that has been deactivated by a System Admin of the plan. If this appears to be the case and the user believes they should be an active member of the plan, please have them reach out to a System Admin.
Alternatively, it might be that the user has accounts in multiple instances of Smartsheet, for example, the Smartsheet.COM instance and the .EU instance. These are separate instances of Smartsheet, so accounts in each region are entirely separate even if the same email address is used.
I would suggest having the user take a look at the browser URL when they log in to see if it ends in EU or COM, or look at the region on the login page as seen below ("Default" is the US region), then have them try signing in to the other region to see if that’s the correct account.
Take a look at the following help article for more information on Smartsheet Regions:
Additionally, you can take a look here for more information on login problems: Common login issues and how to solve them.
Hope that helps!
Georgie
Need more information? 👀 | Help and Learning Center
こんにちは (Konnichiwa), Hallo, Hola, Bonjour, Olá, Ciao! 👋 | Global Discussions
Answers
-
Hi @Ritesh Pongde,
As the user is getting an “account is locked out” message, it might be that they’re signing into an account that has been deactivated by a System Admin of the plan. If this appears to be the case and the user believes they should be an active member of the plan, please have them reach out to a System Admin.
Alternatively, it might be that the user has accounts in multiple instances of Smartsheet, for example, the Smartsheet.COM instance and the .EU instance. These are separate instances of Smartsheet, so accounts in each region are entirely separate even if the same email address is used.
I would suggest having the user take a look at the browser URL when they log in to see if it ends in EU or COM, or look at the region on the login page as seen below ("Default" is the US region), then have them try signing in to the other region to see if that’s the correct account.
Take a look at the following help article for more information on Smartsheet Regions:
Additionally, you can take a look here for more information on login problems: Common login issues and how to solve them.
Hope that helps!
Georgie
Need more information? 👀 | Help and Learning Center
こんにちは (Konnichiwa), Hallo, Hola, Bonjour, Olá, Ciao! 👋 | Global Discussions
