If someone at your firm is locked out of Law App, an admin user can unlock a user account in a few clicks from Admin > Employees. Once it’s unlocked, they can log straight back in.
This guide explains why accounts get locked, what the user sees on the login page, and how to unlock them.
Why a user account gets locked
For security, Law App locks a user’s account after 5 incorrect password attempts. Failed attempts on the Law App login page and in the Outlook add-in both count towards those 5, so a few wrong tries in each can add up quickly.
The lock lifts on its own after about 30 minutes. If the user can’t wait, an admin at your firm can unlock it straight away.
An admin can also lock an account on purpose. That kind of lock doesn’t expire, so it stays in place until an admin unlocks it.
What the user sees on the login page
Law App gives a heads-up before the account locks. The first few wrong passwords show the usual error, then the last two tries add a warning:
1 try left: “Wrong user or password. 1 attempt left before your account is locked for 30 minutes.”
Once the account is locked, a red box on the login page tells the user which kind of lock it is:
Unlocks itself in about 30 minutes
“Too many failed sign-in attempts. Your account will unlock automatically in about 30 minutes, or an administrator at your firm can unlock it now.” The minutes count down if they keep trying.
The user can also unlock it themselves by clicking Forgot password on the login page and resetting their password. A reset doesn’t clear an admin lock.
Stays locked until an admin unlocks it
“Your account has been locked by an administrator at your firm. Please contact them to have it unlocked.”
How to unlock a user account
You’ll need to be an admin user to do this.
- From the left menu, go to Admin, then Employees.
- Find the user in the list. A locked user has a red (locked) label in the Sign-in column.
- In the Actions column on their row, click the padlock icon (Unlock sign-in).
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