How to Unlock a User Account
A user account is automatically locked after five consecutive unsuccessful login attempts. When this occurs, Medexa sends two separate emails:
• 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.
Medexa Recommendation
The Medexa team strongly recommends that the clinic owner verify the situation with the employee concerned before unlocking the account. It is also possible to review the event logs in Medexa under “Management” / “Activities” to see the date and time of the employee’s login attempts.
The events displayed in the “Action” column of the user activity history include:
➢ Account locked
➢ Account unlocked
➢ Login failed
➢ Login failed (locked)
➢ Account unlock failed
Account Unlock by the Owner
To unlock a user account, the clinic owner must go to “My Clinic”, then to the “User Management” tab, “Users” section, and click on the affected account. When an account is locked, an “Unlock” button appears at the top right of the account window.
It is important to note that only the owner can click this button. For other users, the button will be visible but grayed out.
In the locked user account information window, click the “Unlock” button.
Medexa automatically sends an email to the owner who initiated the action. This email includes a PIN code and contains the following message:
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 unlock, the owner must enter the received PIN code in the designated field: “Please enter the PIN code to unlock the account.”
Special Case
If the user account is locked while the clinic owner is unavailable, a clinic manager can contact Medexa customer support to have the employee’s account unlocked.