Help users regain access to Mo when their accounts are locked due to too many incorrect password attempts or when they've forgotten their passwords.
⚠️ Note: This guide is for admins helping users with native login accounts (not SSO). You need Admin permissions in Mo to issue password resets.
When Accounts Get Locked
Why Accounts Lock
User accounts automatically lock after:
Too many incorrect password attempts in a short period
Security system triggers to protect the account
Suspicious login activity is detected
User Experience When Locked
Cannot log into Mo with their credentials
Receive error message indicating account is locked
Need admin assistance to unlock and reset password
How to Issue a Password Reset
Step 1: Locate the User
Go to Manage Organisation → Users
Search for the user by name or email
Find their account in the user list
Step 2: Issue Password Reset
Click the three dots next to the user's name
Select "Issue Password Reset" from the menu
Password reset email sends automatically to the user
Step 3: Confirm with User
Once you've issued the reset, inform the user:
Password reset email has been sent to their registered email address
Check spam/junk folder if they don't see it immediately
Follow the link in the email to create a new password
Account will be unlocked once they complete the reset
Password Reset Email
The user receives an email that includes:
Direct link to reset their password
The link directs them to a page with instructions for creating a new password
The password criteria
Password Requirements
When creating their new password, users must include:
Minimum 10 characters
Mix of uppercase and lowercase letters
Numbers
Special characters (like !*&)
Common Scenarios
Locked Account - Too Many Failed Attempts
User reports: "I can't log in, it says my account is locked"
Admin action:
Issue password reset following the process above
Communicate to user: "Your Mo account has been locked due to too many incorrect password attempts. I've sent a password reset email to create a new password."
Remind them about password requirements
Forgotten Password
User reports: "I forgot my Mo password"
Users can use the "forgotten password?" link from the the sign in page but Admins can also take issue the password reset link.
Admin action:
Issue password reset following the process above
Communicate to user: "I've sent you a password reset email. Please check your inbox and follow the instructions to create a new password."
Provide password requirements if needed
Password Reset Link Not Working
User reports: "The reset link isn't working"
Admin action:
Check when the previous reset was issued (links expire after 24 hours) and if they used the most resent reset link if more than one was issued.
Issue a fresh password reset
Communicate to user: "I've sent a new password reset email. Please use the link in the most recent email - older reset links are no longer valid."
Important Notes for Admins
This process only works for:
✅ Users with native Mo login (username/password in Mo)
This process does NOT work for:
⛔️ SSO users (those using single sign-on)
SSO passwords are managed by the organisation's authentication system
SSO users will require assistance from your IT management for password resets