Reset a Deactivated User Account

Inevitably, your users will occasionally forget their passwords and lock themselves out of their Frame account. Frame’s standard security policy requires that the platform locks any user account after 3 failed login attempts. If you are using the Frame (built-in users) IdP, reactivating a user account is simple and can be done with just a few clicks. If you would prefer to have your user reset their own password, send them a link to our end user documentation.

Once your user has been given this warning message, they will need to have their account reactivated by resetting their password:

  1. There are two ways to manage your users in Frame, depending on your level of administrative access. You can either:

    1. Access your users from the Admin page

      1. Navigate to the desired entity from the Admin page.

      2. Click on the ellipsis listed next to the entity name and select “Users.”

      3. Next, click on the “Basic (username/password)” tab.

    2. Access your users from the account Dashboard

      1. Navigate to the account Dashboard where you normally manage your users.

      2. Click on the “Users” page and proceed to the “Basic (username/password)” tab.

  2. Locate your deactivated user from the Users list. You should see that their status has changed to “B” for “Blocked.”

  3. Find and click on the ellipsis listed next to their name on the far right side of the screen. Select “Reset Password” as shown below:

  4. Your user will be sent an email with a link to reset their Frame account password.

Voilà! You have successfully reactivated your user’s Frame account.