Overview

The Identity Management System (IMS) used for authentication of Bentley logins will lock a user account for security reasons, for example after too many password attempts, or if the user account was earlier unaffiliated from a company account. When an account is locked, an administrator must unlock the user account for the user before it can be used again. The instructions below describe how an administrator unlocks the user account.

Problem

When a user attempts to sign in with a Bentley login, an error reveals that the user account has been locked.

Solution

Perform the following steps to unlock the account:

1. Navigate to the Subscription Services Portal, and sign in with a Bentley login containing the Co-Administrator role.
2. Click on the User Management tile under Resources.
   
3. Search for the locked user account, and confirm whether the account is still locked. If locked, it should display a padlock icon. Hovering over the icon will reveal why the account is locked.
   
4. Select the checkbox to the left of the user account, and click the Unlock button above the list.
   
5. Click Confirm in the dialog that appears.
   

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