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Steps to Resolve a Temporary Locked Account

A structured process helps users regain access to Temporary locked accounts caused by failed login attempts, security breaches, or policy violations. It involves identity verification, credential resets, and security checks to ensure safe account recovery, protect sensitive data, and minimise support needs.

If your account is locked, follow these steps to unlock it and regain access:

1. Contact XeopleRecruit Support

The first step in unlocking a temporary locked account is to reach out to the support team. Since a Temporary lock is a serious security measure, only the support team or an administrator has the authority to assist.

  • How to Contact Support:
  • What to Include in Your Request:
    • Your username or registered email address.
    • Details of the lockout (e.g., whether it followed multiple failed attempts or if you suspect any security issues).
    • If applicable, mention any error messages you encountered.
2. Verify Your Identity

For security reasons, the support team will likely ask you to verify your identity before unlocking the account. Be prepared with the following information:

Account Protection: We understand security questions can be time-consuming, but they are essential for protecting your account, which is our top priority.

  • Security Questions: Answer any pre-set security questions that were defined during account creation.
  • Account Details: Provide information like your last login time, recent activity, or personal details associated with the account (e.g., registered phone number or email).
  • Identification: In some cases, you may be asked to provide a government-issued ID or proof of identity to verify that you are the account holder.
3. Wait for Resolution 

After providing the necessary information and verifying your identity, the support team will investigate the issue. Once verified, they will unlock your account and may prompt you to reset your password to ensure continued security.

  • Resolution Time: Unlocking a temporary locked account may take some time, especially if additional verification is required. Typically, this process can range from a few hours to 1-2 business days, depending on the complexity of the case.
4. Reset Your Password (If required)

Once your account is unlocked, it’s often a good idea to reset your password to further secure your account.

  • Follow the password reset instructions provided by support or use the Forgot Password option on the login page.
  • Choose a strong, unique password that isn’t easily guessable.
5. Review Account Activity (Optional)

After unlocking, review your account activity to ensure that no unauthorised actions were taken. If you notice any suspicious changes or actions, report them to support immediately.

Some Tips to Prevent Future Lockouts 

To avoid being temporary locked out of your account again, follow these best practices:

1. Use Strong Passwords
  • Ensure your password is at least 8-12 characters long and includes a mix of letters, numbers, and symbols.
  • Avoid using easily guessable passwords like "password123" or personal information (e.g., your birthdate).
2. Enable Multi-Factor Authentication (MFA)
  • If available, enable multi-factor authentication on your XeopleRecruit account. This adds an extra layer of security, requiring a verification code in addition to your password when logging in.
3. Monitor Your Account Regularly
  • Periodically check your account for unusual activity. If you notice any unauthorised access, report it immediately to the support team to prevent further security issues.
4. Stay Compliant with Company Policies
  • If you’re working in a corporate environment, ensure you’re familiar with your organisation’s security policies. Account lockouts may also result from violating internal compliance requirements.