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Use Unlock user when repeated failed two-factor checks prevent a user from
signing in. You need write-tier Platform Admin access and a reason for the action.
- Open Users and click the user’s row.
- Check the lockout status and failed-check count under MFA.
- In Actions, select Unlock user.
- Verify the email address, enter your reason, and select Unlock user.
After confirmation, the failed-check count resets and the lockout clears. The
user still needs to complete two-factor verification. This action does not
remove a ban, change the password, revoke sessions, or clear request-rate limits.
If there is nothing to clear, you see “No lockout needed clearing.”
The user’s audit log records user.unlock and the staff actor. The saved record
also includes your reason and the associated account when one exists. If the
action fails, the lockout stays unchanged; your reason remains in the dialog so
you can retry. Last modified on September 10, 2026
