Resetting Passwords and Unlocking Accounts

Overview

Administrators can help users regain access to Grado by resetting passwords or unlocking accounts.

This may be required when users forget credentials, are locked after multiple failed attempts, or need password reactivation after a long period of inactivity.

This article explains the difference between resetting passwords and unlocking accounts, and how each action affects login behavior.

1. Resetting Passwords

Password resets allow administrators to help users regain access while maintaining account security.

When to reset a password

• The user forgot their password and user has no registered email address on file.

• The user no longer has access to the registered email address.

• The account was newly created without automatic password generation.

• The self-service "Forgot Password" facility for user role is disabled in the System Setup.

To reset a password manually

1. Go to Setup > User Account Management (or the relevant People section).
   
   Reset Password action in the User Account Management module.
   
   
   Reset Password on the People management module.
   

2. Locate the user and click Reset Password.

3. System prompts to click OK to confirm.

4. System displays the temporary password which the admin can then copy and provide to the user requesting it.

💡 Tip: Always prefer Send Reset Email when possible — it ensures the user confirms ownership of their email before regaining access.

2. System-Initiated Password Resets

If password reset is triggered by the user (via “Forgot Password”, if facility is enabled for the user role), the system automatically:

1. Sends a reset link to the registered email.

2. Requires the user to create a new password that meets security requirements (minimum length, capital letter, number).

3. Invalidates previous passwords immediately upon completion.

3. Unlocking Locked Accounts

A user account is locked automatically after five (5) failed login attempts.
This is a security safeguard to prevent repeated unauthorized login attempts.

Unlock process

• On the 5th failed attempt, the account becomes locked.

• Grado automatically sends an Unlock Instructions email to the user’s registered address.

• The user can click the Unlock Account button in the email to regain access immediately.

• If no action is taken, Grado automatically unlocks the account after 3 hours.

Admin override

Admins can manually unlock or unblock the user anytime:

1. Go to Setup > User Account Management.

2. Locate the locked or blocked account (status: red; tag: access locked, blocked)

3. Click Unblock User / Unlock User Access.

4. Confirm the action — the user regains access instantly.

💡 Tip: Before unlocking, verify if the failed attempts were accidental or due to a potential security concern.

5. Password Security Best Practices

• Encourage users to use strong passwords (minimum 8 characters, mix of uppercase, numbers, and special characters).

• Advise users not to reuse passwords across systems.

• Avoid setting simple or shared passwords when using manual resets.

• Confirm that the user’s registered email is valid before sending reset or unlock links.

• Review the User Account Blocking and Login Restrictions article for related login rules.

💡 Security Tip: Repeated lockouts may indicate shared accounts or compromised credentials — review user activity logs when this occurs.

Summary

Administrators can reset passwords or unlock accounts directly from Setup > User Account Management.

Accounts locked after failed login attempts unlock automatically after 3 hours or via the user’s email link.

Manual resets and unlocks should always follow proper verification to maintain data and access security.