Summary: GVWeb user accounts lock after 3 failed attempts to log in with an invalid password. A generic reactivation email is sent to the user for them to reactivate their account themselves with a temporary password. However, users reach out to Customer Support because the temporary password did not work and their account remains “Inactive”. This is because the user skipped a step from the automated email.

Error Message Received “Account locked out. Please check your email to reactivate.”

Resolution:

  1. Open the email with the temporary password and click on "Activate your account". This will automatically redirect you to the login page.  Skipping this step will not reactivate your account.

2. Copy and paste the temporary password in the login page and it will prompt you to change your password: