Lock and unlock Now Support users<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Customer admins and partner admins can lock or unlock employee and third-party users through the Manage Account and Users option. Locking a user retains all their information but prevents them from logging in to Now Support. Note: Adding access roles to a locked user does not automatically unlock them. To unlock a user, follow the Unlock a user process. The following sections provide step-by-step instructions. Lock a user Go to the Now Support portal.At the top right of the screen in your profile menu, select Manage account and users. This opens the User Management portal in a new window.In the Now Support tile, select Total active users.In the users list, find the employee or third-party user, or use the Search Users field to search by name or email.From the drop-down Action menu for the user, select Lock user.Use the toggle switch to lock the user from Now Support. Select Save. Automatic locking User accounts are automatically locked after periods of inactivity: Commercial customers: 180 daysSPP AU customers: 30 days Once a user successfully logs back in to Now Support, their account is automatically unlocked. Post-Unlock Auto-Lock (Critical) If a user does not log in within 24 hours after being unlocked, the system automatically locks the account again.This behavior is expected and system-enforced. Role-Based Auto-Lock A user must have at least one active Now Support role (for example, Now Support contributor).Unlocking a user without an active role results in immediate or near-immediate re-locking during routine platform checks.This also applies to users who are inactive (no Now Support roles assigned). Unlock a user Go to the Now Support portal.At the top right of the screen in your profile menu, select Manage account and users. This opens the User Management portal in a new window.In the Now Support tile, select View all users.In the users list, select the Locked users tab. Next to the user's name, select Unlock.Use the toggle switch to unlock the user from Now Support. If the user does not have any active roles in Now Support, you are prompted to assign a Now Support role before you can unlock them. Select Save or, if assigning roles at this time, select Assign & unlock. Let the user know they need to log in to Now Support within 24 hours or they will be locked out due to inactivity. Troubleshooting Repeated Lockouts (Admin Guidance) If a user continues to get locked: 1. Verify role assignment Ensure the user has at least one active Now Support role (for example, Now Support contributor).Confirm roles are not expired or pending approval. 2. Validate SSO and MFA status Confirm the SSO invite was accepted.Confirm MFA setup is complete.Resend the SSO invite if necessary. 3. Unlock only after fixing roles and access Unlocking before resolving role or SSO issues will cause repeat auto-locking. 4. Ensure login within 24 hours This is mandatory after unlocking. 5. Escalate if locking persists despite successful login Possible causes: SSO authentication failuresMFA code delivery issuesIdentity provider misalignment Additional important considerations When a user is locked, only the locked user count increases. The active count remains unchanged because a locked user is still active.The Locked users count appears indented below the Total active users count in the UI. Updating roles for locked users does not automatically unlock them. After granting necessary roles, you must explicitly unlock the user through the unlock action.This allows the user to log in to Now Support with the new roles.This also applies to inactive users (users with no Now Support access roles). This information appears in the blue banner above Now Support roles in the UI.