Lift a person's lockout

Someone mistyped several times and is locked out for 15 minutes after five failed attempts, and they can't or won't wait.

People management lifts the lockout after a plausible check of the requester's identity. TrustBridge requires a statement of how identity was verified and writes it to the security audit log: lifting a lockout without a check opens the door to an attacker.

1. Check the requester's identity plausibly, for example with a callback to a number on file plus a second attribute.
2. Watch for warning signs: several lockouts of the same person in one day, or lockouts of several people from the same source. If you see one, the sign-in reviews show where the failed attempts come from.
3. Lift the lockout with the people management role, giving a reason and a comment on the check. Without them, the call is refused.

Result. The lockout is lifted, and the person has five new attempts. Reason and comment are in the security audit log.

• If the person lost their phone or app rather than their key, lifting the lockout won't help; reset the second factor instead.
• More than 50 failed sign-ins from one source within an hour block that source, not the person, and notify security management.

• People and access – sign-in and lockout rules
• Review sign-ins