Passwords and Security
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Unlocking a user's account

If an account becomes locked because the user exceeds the amount of login attempts, their account will remain locked until after midnight when they will be able to try again. 

How do I know if the account is actually locked?

The user will see a message on the login screen informing them they are locked out. The admin can check whether the user is locked out under the user's 'Account' page. The 'Access to VSware' field will be set to 'No'. 

How many times can a user attempt to login before getting blocked?

The school decides. This is set in 'System Settings' under 'Disable account after N failed logon attempts'.

Unlocking a parent or student account 

Locked parent and student accounts will remain locked until after midnight. There is no way for the school, or VSware support to manually unlock the account. 

Unlocking a staff account 

Locked staff accounts (principal, secretary, teacher etc.) will also remain locked until after midnight by default unless the admin staff in the school unlocks it for them. It can be unlocked with the following steps: 

  • Go to Settings 
  • System Settings 
  • Change 'Enable account lockout for staff and students' from Yes to No 
  • Save
  • Then change it back to Yes straight away
  • Save
  • Log out and back in again
  • Go to Settings 
  • Users & Groups
  • Users tab
  • Move the locked user back into their relevant user group
  • Ask them to try again and ensure they have the correct username and mobile number