There seems to be an issue with your account lock feature

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    Asked on October 23, 2020 at 09:37 AM

    Would it be possible for someone to explain how your account lock feature works?

    We seem to have more account locks than I would expect given the 10 incorrect password threshold stated by the error messaging.

    In fact, I have observed the account lock after just 2 incorrect password attempts within just a few moments of changing it. Here's the specific workflow that is giving us issues:

    • Account locks
    • Administrator resets passord
    • Administrator tests new password on his computer. Password works properly
    • Administrator walks to front desk to give password to registration staff
    • Administrator enters newly changed password into registration staff computer
    • Password fails
    • Administrator enters newly changed password into registration staff computer
    • Account locks

    This same or similar issue has come up multiple times and we are hoping you can help us resolve. Please let us know if you have any follow up questions or need anything from us to facilitate resolution of this issue.



  • Profile Image
    Answered on October 23, 2020 at 12:49 PM


    We apologize for the inconvenience, but this seems to be a follow up for the concern we have received here:

    We highly suggest that you refer to that support ticket for any related questions and/or follow-ups regarding password and lockout.

    Thank you for your understanding.

  • Profile Image
    Answered on October 23, 2020 at 04:28 PM
    This doesn’t matter.
  • Profile Image
    Answered on October 23, 2020 at 10:41 PM

    Hi Gregg,

    We apologize for the inconvenience caused. It seems that you have HIPAA enabled in your account. The login attempts for the HIPAA-enabled accounts are usually 5 attempts before it locks out an account. However, if our automated system detects any unusual activities then the account might get locked before that.

    The steps that you've specified in your initial message are showing that the same HIPAA enabled account is being used on multiple devices at the same time. This might have triggered the system to lock your account.

    I would suggest that if you must use the same account on multiple devices then please avoid using it at the same time.

    Let us know if you have any other questions or concerns.