How to unlock a user?

When someone enters the wrong password several times, Demander locks the user for security. While the lock is active, login fails in Demander Web, the mobile app, and other accesses that use the same user record.

Why does the user get locked?

Each login attempt with an incorrect password counts as a failure. After 5 incorrect attempts, the user is marked as Blocked.

Before the lock, the system warns how many attempts remain. Example messages:

• Incorrect password! You have X attempts remaining.
• Incorrect password! Attention! This user will be blocked, only 1 attempt left.
• After the lock: I’m sorry, but this user is blocked due to excessive incorrect login attempts.

An administrator can also mark the user as blocked manually on the edit screen. In that case, the message may be: I’m sorry, but this user is blocked.

Note

Blocked is not the same as inactive. Inactive is a different access control. To inactivate or reactivate, see How to inactivate a vendor or user.

How to unlock in Demander Web

1. Open Users (menu System records → Users).
2. Find the locked user and open the edit screen.
3. Uncheck Blocked.
4. Confirm that Active remains checked (if the user should access the system again).
5. Save the record.

When you save with Blocked unchecked and the user active, Demander resets the failed-login counter. On the next attempt, the user can sign in with the correct password.

Tip

If the user is a vendor type, the user record is usually created with the vendor record. Unlocking after wrong-password attempts is still done on the Users screen. See also Difference between Seller and User.

Another option: reset the password

If the user successfully completes the password recovery / reset flow, Demander also unlocks the user and clears the failed-login count.

Self-service password reset is available only in Demander Web. There is no password recovery in the mobile app (Android or iOS).

Caution

If the password is recovered on the web, the user cannot sign in through the app until the password is changed in the vendor record. This behavior will be fixed soon.

This does not replace a manual unlock when an administrator needs to restore access immediately without changing the password.

After unlocking

• Ask the user to sign in with the correct password.
• If the password was forgotten, guide them through password reset in Demander Web (or change the password in the record, when applicable). The mobile app has no password recovery.
• New wrong passwords start counting again. On the 5th failure, the user is locked again.

Quick summary

Situation	What to do
Lock after wrong passwords	In Users, uncheck Blocked and save
User should no longer access	Prefer inactivate (not only unlock)
Forgotten password	Reset the password in Demander Web (also clears the lock from failures; no recovery in the app)

Related articles

• How to Inactivate a Seller or User?
• Difference between Seller and User
• How to register User groups
• Seller Registration
• How to access the platform?