Only the primary admin account entered in sites dash must be unlocked by Support - all other accounts can be unlocked by any admin-privileged user in Apteryx via the steps located in https://apteryximaging.planetdds.com/hc/en-us/articles/30135906260251--Login-failed-Your-account-is-locked .
As of Oct. 16th, 2024, as an improvement to our Security and Compliance, Users will be locked when failing a login attempt 5 times, causing the following message to display:
Standard accounts can be unlocked from the client’s end by an admin user by following the steps located in https://apteryximaging.planetdds.com/hc/en-us/articles/30135906260251--Login-failed-Your-account-is-locked, however primary admin accounts will need to be unlocked by us directly.
To unlock an Admin user’s account:
Verify the client’s Apteryx URL, then navigate to their URL in https://sites-pdds.Apteryx.net/
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Select Manage Admin Account
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Change Default Admin Status to Unlocked
The primary Admin should now be able to log into Apteryx without issue. If they require a password reset as well, this can be done at the same time.