How to Unlock a Consumer's Web User Account (video)

During the new account creation process consumers will sometimes attempt to create a new account on the portal and lock themselves out. To unlock or reset the validation attempts on a consumers account follow these steps.

1. In the Administration site, go to the Web Users tab.
2. Locate the consumer by entering the consumers email or associated account number in the search field.
3. The Web Users screen will then display the number of attempts to create an online account by the consumer. Note: The consumer has up to 5 attempts before they are restricted from creating an account.
4. Click on the Reset link.

The consumer account will now be unlocked and the validation attempts will be reset to zero as shown below. The consumer can then once again try to access their account. 

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