Unlock a User Account
After five (5) consecutive unsuccessful login attempts, the user account is automatically locked.
AUTOMATIC REACTIVATION occurs five (5) minutes after the lockout.
Recommendation:
Medexa recommends that any user who has locked their account twice (2) in a row use the “Forgot Password” option to reset their password once the automatic reactivation period has passed and the account is active again.
Note: If a user clicks on the “Forgot Password” link and does not receive any email, it means the account is still locked. They must wait for the automatic reactivation before being able to reset their password.
Medexa Customer Service:
The user must wait for the 5‑minute reactivation period. There is no benefit in contacting Medexa’s customer service team, as they will simply advise you to wait for the account reactivation period to end.
If the user does not wish to wait the 5‑minute delay, here is the procedure to unlock a user account.
If you would like to have your account unlocked before this delay expires, please follow the procedure below:
When a user locks their account, Medexa will send:
• An email to the user containing the following message:
Account Locked
Your account has been locked after too many login attempts.
Please note that you will not be able to reset your password using the Forgot Password? feature on the Medexa login page.
Please contact your administrator to resolve this issue.
- An email to the clinic owners associated with the user containing the following message:
User Account Locked
Please note that the account of (user’s first and last name) has been locked after too many unsuccessful login attempts.
Please verify with the employee before reactivating the account.
It is also possible to track event logging in Medexa / Management / Activities tab. This allows you to see the date and time of login failures.
The event logs displayed in the Action column of the user activity history are:
➢ Account locked
➢ Account unlocked
➢ Login failed
➢ Login failed (locked)
➢ Account unlock failed
Unlocking Process by the Clinic Owner (via User Management)
The user with the Clinic Owner license must go to My Clinic / User Management tab / Users, then double‑click on the locked user account.
If the user’s account is locked, an Unlock button will be available in the upper‑right corner of the account window. It is important to note that only the user with the Clinic Owner license has the ability to see the Unlock button in their users’ accounts.
Click the Unlock button. Medexa will automatically send an email to the clinic owner who is unlocking the account, including the PIN required to complete the unlock process. The email will contain the following text:
User Account Unlock
Use this PIN to unlock the account of this employee: (First and Last Name of the locked user).
693029
To complete the account unlock process, enter the PIN code previously received by email into the field: Please enter the PIN code to unlock the account
