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Sometimes a customer may lock themselves out of their account. They can have their account unlocked by their NIRIX Admin, or we can unlock it for them through oCCP. They will need to provide their Customer ID before the account can be unlocked.

Scope of This How To Article

This guide will walk through the unlocking of a single user account by a CustomerCare agent logged into oCCP.

Prerequisites and Requirements

Customer Care agent needs to have full access to oCCP.

Customer must have provided their Customer ID.

Step-by-Step Guide

Unlocking Customer Account in oCCP

Sub-Step #	Instruction	Screenshot
1.1	Log into oCCP - you can do so here.
1.2	Click on 'Users' in the navbar.
1.3	Find the user in the list you need to unlock. In this example, I will use Test User 3. Click on the user to bring up the User Functions. Select Edit User.
1.4	Click on Account Settings.
1.5	If there account is locked, it will say Yes on the Account Locked row. Change the setting to No.
1.6	With the Account Locked setting now set to No, click Provision to apply the change.
1.7	It will process the change. Once the circle has changed to green, they should be OK to try logging in again. They will ask why their account was locked. Usually it's because of an old password that is saved, caps lock, etc.