Online account access locked for a member

Post date: Sep 21, 2021 2:33:42 PM

Team,

If a member calls and says their account is locked there is nothing we can do to accelerate the process to unlock it. We can send them a password reset link if they have forgotten their password. However, this does not unlock their account. They have to wait 15-20 minutes to be able to access the account again even after resetting the password. ALWAYS offer to register them for the program that they are trying to register for or retrieve the information they are trying to access. 

To send a reset password link to the member use the following steps:

• • Click the person with the email address tied to their account.

  • Click the Member Actions tab.

  • Edit Member Information

  • Click the Contact Info tab

  • At the bottom of the screen you will see a button that says "Email member password reset link". Click that button and it should say email sent successfully

Again, once this reset link has been sent it does not unlock the account. They will need to wait still so offer to take care of their needs over the phone.