Configuring Failed Customer Login Locks Configuring Failed Customer Login Locks
Use the Failed Login Locks tab to configure locks to prevent a customer who has exceeded a specified number of failed login attempts from logging in. You can set a timed lock, an email lock requiring login via a link in an email, or a support rep lock which requires a support representative to reset the login lock. You can use the Failed Login Log tab to display information on customers who have unsuccessfully attempted a login, and the Locked Customers tab to display those who are locked out due to exceeding the configured number of failed login attempts.
You can send notifications for each type of lock; support representatives selected in the Reps to Notify field will be notified for each notification selected for a lock. These notifications can be customized via the Custom Notifications screen. The three types of locks are ordered when used in combination; if you enable more than one, the number of login attempts must be progressively larger starting with the timed lock.
A more restrictive email lock displays a message regarding the lock and sends an email to the customer, who must use the link in the email to reconnect to the login page in order to continue. If the support representative doesn’t use the link and logs in directly, the lock would prevail even if the correct login were entered.
An even more restrictive support rep lock prevents the customer from logging in until a support representative unlocks his/her customer profile. A configurable message will appear to the customer if the configured number of failed login attempts has been exceeded.
To configure a support rep lock, select Yes in the Support Rep Lock Enabled field, enter the number of failed login attempts, and select notifications to be sent to the support representative and customer if applicable. You can use the Support Rep Lockout Content Enabled and Support Rep Lockout Content fields to configure the content of the message to appear to the customer after the number of failed login attempts has been exceeded.
Support representatives with Customers | Unlock mySupport Access permission can unlock a Customer Profile in the following ways; both will set the failed login attempt count to zero.
