As of Oct. 16th, 2024, as an improvement to our Security and Compliance, Users will be locked when failing a login attempt 5 times and can be unlocked by an admin privileged account. If your Apteryx account becomes locked, the following message will display when attempting to log in:

NOTE: "test@test.Apteryx.net" is a placeholder, the email address shown in a live environment will be the email address that belongs to the admin user's Apteryx account. 

Unlocking a standard user's account

If you find your account has become locked, an admin user will have to log in and unlock your account. Please note that Planet DDS support can only unlock the admin user profile. All other user profiles will need to be unlocked via your site's admin. These steps cannot be replicated with a standard user, only an Apteryx user with admin privileges will be able to unlock an account. The steps to do so are below: 

• Sign into Apteryx with an admin privileged account from any workstation
  • If you do not have an admin user's credentials, please reach out to the owner of the email address displayed in the "Login Failed" message. They will need to log in and perform these steps for you. 
• Click on the username in the top-right corner of your Apteryx site, and select Users:

• Select the user that has become locked from the displayed list of users, then select "Unlock" to unlock that user's account:

The user should now be able to sign into Apteryx as normal. If the user's password has been forgotten, please reference Forgotten Passwords/Usernames - Apteryx to reset the user's password.

Unlocking an Admin user's account

If the Admin user's account for your Apteryx site has become locked, please submit a ticket to our helpdesk so we may assist you with unlocking the account. A ticket can be submitted directly to us using the following link: Submit a Request