Overview
If a user exceeds the maximum allowed lockouts or is otherwise added to the system blacklist, they will be prevented from logging in until an administrator intervenes. This article explains how admins can remove an account from the blacklist and restore access.
Step‑by‑Step Instructions
Log In as an Admin
Only users with the Owner or Security Admin role can manage blacklisted accounts.
Navigate to the Blacklist Console
Go to Settings → Security Settings → Account Blacklist.
You’ll see a list of all currently blacklisted users, including their usernames, email addresses, and the reason for blacklisting.
Locate the User
Use the search box or filters (by email, date, or lockout count) to find the blocked account.
Review Blacklist Details
Click the user’s row to view:
Total lockouts triggered
Timestamps of each lockout
IP addresses involved (for audit)
Remove from Blacklist
In the detail view, click Remove from Blacklist or Unlock Account.
Confirm the action in the prompt. The user’s failed‑attempt counter will reset to zero, and their account status will revert to Active.
Notify the User
Optionally send a courtesy email or in‑app notification letting them know their account is restored and remind them of the lockout policy.
Tips
Verify Identity First: Always confirm you’re unlocking the correct user—especially if you suspect a security incident.
Reset 2FA if Needed: If the user lost their 2FA device, use Settings → Security Settings → User 2FA Reset before unlocking.
Document the Restoration: Add a note in the user’s profile or your security log explaining why you removed them from the blacklist.
Troubleshooting / FAQs
User still can’t log in after unlock
Possible Cause: Their account may still be disabled or in “suspended” state.
Solution: Go to Members & Permissions → Users, find the user, and confirm their Active toggle is on.
“Remove from Blacklist” button is greyed out
Possible Cause: You lack the required Security Admin or Owner role.
Solution: Ask an Owner to grant you elevated privileges or perform the unlock for you.
Account immediately relocked
Possible Cause: The user may have tried incorrect credentials again, exceeding the remaining retries.
Solution: Explain the policy to the user; consider lengthening the lockout window or resetting their password.
User reports they never attempted login
Possible Cause: Possible unauthorized access attempts.
Solution: Review the failed‑login IPs in the audit log; consider forcing a password reset and investigating further.
Unexpected system error during unlock
Possible Cause: Backend service issues or stale session data.
Solution: Ask the user to log out and back in, clear cache, and retry; if it persists, contact Laywork Support.
Restoring a blacklisted account is a quick admin task but should always be paired with proper verification and communication to maintain security best practices. If you encounter any system errors or unexpected behavior, please contact Laywork Support.