After 6 wrong passwords, an attendee's account locks. While it's locked, they can't log in and won't get password reset emails. You can unlock them yourself in a few clicks.

Unlock an attendee

1. Open your event's dashboard. When someone is locked out, a yellow alert at the top says how many, for example "1 attendee locked out."
2. Click the alert. The Locked Out Attendees page lists everyone who is locked out, and how many times they tried.
3. Check the box next to each attendee you want to unlock. To unlock everyone on the list, check the box at the top.
4. Click Unlock.

You can also spot locked-out attendees on your Attendees list. A Locked Out icon shows next to their name (click Icon Key to see each icon).

After unlocking

Have the attendee request a new password in the app (Login > Request a Password), or set one for them. See How do I set or change an attendee's password?

FAQ

Can I turn off the lockout?

No. It protects your attendees' accounts.

How many tries does an attendee get?

The account locks after 6 wrong passwords.

A manager is locked out.

Managers use Forgot your password? at cms.certaintouchpoint.com. If that doesn't work, contact Certain Support.

Next step: If you can't unlock the attendee, contact Certain Support with their email.