Getting a locked-out teammate back in

Help a member who can’t get into your workspace. What you do depends on why they’re locked out, so start by finding their row at Settings → Workspace → Members. The steps that change their sign-in need the System Admin role.

They’ve forgotten their password

They choose a new one themselves. On your workspace’s sign-in page they select Forgot password?, and we email them a code to reset it with. Send them Resetting your password.

A code stops working after five wrong tries, and asking for a new one then works straight away. We send at most five codes an hour, and no more than one a minute while a code is still usable. After ten wrong tries in an hour, counting every code they were sent, resetting is paused for the rest of that hour and even the right code is refused, so they wait an hour and ask again.

Their password reset is locked

After 20 wrong reset codes in all, password reset is locked until an administrator unlocks it. Waiting doesn’t help: every code is refused and asking for a new one sends none. We email them to say reset is locked and who can unlock it. Their sign-in is never locked, so they can still sign in with their password or single sign-on. Someone who knows their email and your workspace’s address can cause this by guessing codes, so if they didn’t try to reset their password, treat it as a warning.

A System Admin can unlock it.

1. On their row, select Unlock password reset. It shows only while their reset is locked.
2. Confirm with Unlock.

They can then ask for a new code with Forgot password?. Unlocking sends no code itself, so the code still goes only to their own email.

You can’t unlock your own password reset, the account owner’s, or your workspace’s only System Admin’s. Those are unlocked by Mitratech support.

They’re on the wrong address

A password works only on its own workspace’s address. If they don’t know yours, they can select Sign In on the Mitratech Comp home page and enter their email, and we’ll email them a link to each workspace they belong to. See Signing in.

They’ve lost their second factor

If they can’t produce a two-step verification code and have no recovery code left, a System Admin can reset their two-step verification.

1. On their row, select Reset two-step verification.
2. Confirm with Reset.

That clears every second factor and recovery code they had, and signs them out. They sign in with their password and set up a new factor. If your workspace requires two-step verification, we email them a one-time code to sign in with until they do. We also email them to say you reset it.

You can reset the account owner’s two-step verification. You can’t reset your own this way; manage your own second factor from your Profile.

They never finished joining

If their row reads Staged or Invited, send the welcome email again with Send welcome email or Resend welcome email on their row. The new link works for 7 days. See Inviting your team and managing access.

Their access was removed

If their row reads Deactivated, restore their access, then ask them to choose a new password with Forgot password?, because removing them erased the old one.

Your identity provider is down

If your workspace requires single sign-on and your identity provider is unavailable, the account owner can still sign in with their password and reach the workspace. See Provisioning single sign-on (SSO) and SCIM.

If your workspace signs in through WCP Hub

Hub holds your teammates’ passwords and second factors, so the steps above that reset them don’t reach someone who signs in through Hub. Send them to Hub to reset a forgotten password, and reset a lost second factor in Hub. A teammate who sees You don’t have access yet needs access to Mitratech Comp given in Hub. A Hub workspace has no welcome email to send again. See Mitratech Comp on WCP Hub.