If a user account has been locked (after 5 failed login attempts), this user account will be unlocked automatically after 30 minutes. The user will then be able to log into the SY portal again by entering their ID and a valid password. 

If you are an account manager, you can unlock the user before this time:

1. Click on your logo or the account name in the top banner
2. In the menu, click on "User Management"
3. The list of users is displayed with their statuses
4. Click on the user (their status is "Locked")
   
   
   
    
5. The user's form is displayed
   
   
   
    
6. Click on "Unlock"
7. You are taken back to the list of users
8. The user's status has changed to "Active"

If the user has forgotten their password, they will have to click on the "I’ve forgotten my password" link on the SY Portal login page