Overview
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. Follow this guide if needed - How to - Log in to oCCP Click on Customers from the ribbon. |
|
| 1.2 | Find the company name the customer is part of. You may have to switch pages.
You can also filter it. I change the filter to name and select the first letter of the company's name.
We will use Company ABC Demo in this example. |
|
| 1.3 | Click on the company name to bring up the Customer Functions menu. Click on Users. |
|
| 1.4 | 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. |
|
| 1.5 | Click on Account Settings. |
|
| 1.6 | If there account is locked, it will say Yes on the Account Locked row. Change the setting to No. |
|
| 1.7 | With the Account Locked setting now set to No, click Provision to apply the change. |
|
| 1.8 | 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. |
|
The changes documented above are specific to the NIRIX Shared Hosting Environment only.
0 Comments