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Resetting Passwords for Locked Accounts

Admin guide to unlocking user accounts and issuing password resets

Tahera Barok McArthur avatar
Written by Tahera Barok McArthur
Updated this week

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

  1. Go to Manage Organisation → Users

  2. Search for the user by name or email

  3. Find their account in the user list

Step 2: Issue Password Reset

  1. Click the three dots next to the user's name

  2. Select "Issue Password Reset" from the menu

  3. 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:

  1. Issue password reset following the process above

  2. 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."

  3. 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:

  1. Issue password reset following the process above

  2. Communicate to user: "I've sent you a password reset email. Please check your inbox and follow the instructions to create a new password."

  3. Provide password requirements if needed

Password Reset Link Not Working

User reports: "The reset link isn't working"

Admin action:

  1. 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.

  2. Issue a fresh password reset

  3. 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

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