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How do I unlock another user's account? (Role-Based Permissions)

  • February 4, 2026
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Note: This article is specific to organizations using Role-Based Permissions.

 

⚠️ United States customers: Admin-initiated password reset options no longer apply to your organization. As of April 22nd, 2026, Apricot in the US uses a new login experience. Admins cannot force a password reset or send a password reset email on behalf of a user. Users must reset their own password by clicking Forgot Password on the Apricot login page.

 

US admins can still unlock accounts locked due to too many login attempts using the lock icon described in Steps 2-3 below.

 

Step 4 applies to Canada and Australia/New Zealand customers only, who continue to use the original Apricot login experience.

 

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Step 1: Navigate to the Users page

At the top of the Apricot page, make sure you're located in the Administrator tab. From this view, expand the Access Control category in the navigation bar and select 'Users'.

 

 

Step 2: Select the user account

If you have any users in your site that are currently locked, you will see a lock icon to the left of their name on the Users page. Hovering over this icon will display the reason they are currently locked.

The two options you may see are:

  • "Too many login attempts"

  • "Password reset requested"

 

This lock icon is also available in the Security section of the User Details page when you select an individual user.

 

 

Step 3: Click the lock icon

If a user is locked as a result of “too many login attempts,” you are now able to click on the lock icon to unlock the user’s account. You will then be prompted to confirm the action.

 

Note: It’s important for your organization's security that you only unlock accounts you know have become locked by mistake. If you are unsure whether to unlock an account, please contact Support.

 

 

Click here to learn more about the self-service user unlock feature.

 

Step 4: Force a password reset (Canada and Australia/New Zealand only)

If you are unable to unlock the account by clicking on the icon, select 'Force Password Reset' in the Security section of the User Details page. This will automatically direct the user to reset their password at their next login attempt from the Apricot login page.

 

Once the user's password has been changed, the 'Force Password Reset' button on this page will no longer be grayed out.

 

 

Note: Clicking 'Send Password Reset Email' will instead send an email to the email address on file as long as it's the same email address the user's account was initially created with.

 

What else do you need help with?

 

How do I unlock another user’s Apricot account? | How do I unlock a locked user in Apricot? | Why is a user account locked in Apricot? | How do administrators unlock user accounts in Apricot? | How do I force a password reset for a user in Apricot? | What permissions are needed to unlock users in Apricot? | How do I fix too many login attempts in Apricot?

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