If your company has configured password security policies, your access account may be locked after several failed password attempts. This measure is part of the security policies implemented to protect the integrity of your information and prevent unauthorized access.

The system temporarily locks the account as a precaution to ensure data protection and prevent potential malicious attacks.

If your account has been locked due to failed password attempts, there are two methods available to restore access to the platform:

Password recovery:

• One way to unlock your account is by using the "Forgot my password" option, as shown below:

A confirmation message will appear stating: "An email has been sent to your address with instructions to reset your password."

• Access your email inbox and locate a message sent from the address: no-reply@fracttal.com.

• Within the received email, click on the "Change Password" link to continue the process.

• After clicking, you will be redirected to a link where you can change your password (remember to create a secure password).

• Once you have entered the new password, click the "CHANGE" button.

Notes:

• It is important to note that the token provided has a maximum validity of 72 calendar hours. To ensure proper use, we recommend completing the process within this period.

• For security reasons, the Fracttal Support team does not have the necessary permissions to enable, unlock, or create user accounts in our clients' databases. Consequently, we cannot provide direct assistance with these procedures through our support channels.

User unlock by an Administrator 

The second option to unlock an account is through the intervention of one of the designated administrators on your Fracttal One account. These administrators will receive an email with the following message: 'User needs help unlocking their Fracttal account', which will include a brief explanatory video detailing the step-by-step process.

How to unlock a user account in Fracttal?