How to unlock a locked user account<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } A log file entry similar to the following indicates that the user listed in the entered_user_id field is locked out of the instance: 2025-08-28 08:57:03 API_INT-thread-3 SYSTEM txid=<txid> SSI_<identifier> event="LOGIN_FAILURE" authentication_parameter1="entered_user_id=<username>" mode="SNC.Auth.Locked_Out_User.Login.Failed" authentication_parameter2="login attempt by user that is locked out" authentication_multi_factor_enabled="true" log_type="SECLOG" session_id="<session_id>" source_ip="192.0.2.1" url="/api/now/<endpoint>" domain="global" user="guest" user_id="<sys_id>" http_time_zone="<timezone>" user_group="n/a" The entered_user_id field in the log entry contains the username of the locked-out user. Use the steps below to unlock the account. Before you begin: You must have the admin or user_admin role to complete these steps Log in to the instance as a user who has the admin or user_admin role.In the Filter Navigator, enter sys_user.LIST, or navigate to User Administration > Users.Search for the user record where User ID matches the username shown in the entered_user_id field of the log entry.Open the user record.Clear the Locked out check box.Select Update to save the record. The user can now log in to the instance.