---
title: "User Onboarding: Locked out"
slug: "user-onboarding-locked-out"
updated: 2024-07-15T12:39:24Z
published: 2024-07-15T12:39:24Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.workspot.com/llms.txt
> Use this file to discover all available pages before exploring further.

# User Onboarding: Locked out

Issue: The end-user is in the process of being onboarded, but the activation code has been entered incorrectly too many times.

- Steps 1-4 are applicable to first-time users. If the user exists in Control, please skip to step #5.

Symptom: User receives the following error message after too many failed attempts.

![](https://cdn.us.document360.io/ad9153e1-c8de-4f56-94f2-b717a1fc3a68/Images/Documentation/9e4108e5-43bd-4348-a801-19a63c08b11b.png)

Solution:

The Workspot Admin will need to log into Workspot Control to manually add the user, unlock the account, and then a new code will be sent.

- Workspot Admin will need admin privileges in Workspot Control.

1) Log into Workspot Control

2) Navigate to the ‘User’ tab

![](https://cdn.us.document360.io/ad9153e1-c8de-4f56-94f2-b717a1fc3a68/Images/Documentation/684930a4-c236-4926-8742-07a481fd97be.png)

3) Click on Add User

![](https://cdn.us.document360.io/ad9153e1-c8de-4f56-94f2-b717a1fc3a68/Images/Documentation/efec1798-61dd-4ba4-bc87-5b9d207646ac.png)

4) Fill out all required fields for new user

![](https://cdn.us.document360.io/ad9153e1-c8de-4f56-94f2-b717a1fc3a68/Images/Documentation/62213f9a-cda2-45a2-a122-40ffd8a98b04.png)

5) After new User is created (or if user already exist), search or navigate to user’s profile

![](https://cdn.us.document360.io/ad9153e1-c8de-4f56-94f2-b717a1fc3a68/Images/Documentation/46ffb7de-8b12-46b6-ba0a-a92f3b2c4bb8.png)

6) Click on ‘**Actions**’ in the User Information pane

![](https://cdn.us.document360.io/ad9153e1-c8de-4f56-94f2-b717a1fc3a68/Images/Documentation/11d92939-9ddd-4f5f-ac54-5f5f63b61a4c.png)

7) This will expand and provide an option to unlock the user. Click on the ‘unlock’ button.

![](https://cdn.us.document360.io/ad9153e1-c8de-4f56-94f2-b717a1fc3a68/Images/Documentation/797e908d-7721-4795-b8e1-2536d8ffdbb6.png)

8) The user will be sent an activation code to the email used and will be entered after opening the Workspot application.

![](https://cdn.us.document360.io/ad9153e1-c8de-4f56-94f2-b717a1fc3a68/Images/Documentation/5d9cf6dd-5679-4a94-a792-14646acecfd0.png)

9) Continue with normal onboarding process (ie choose a passcode)