If a user enters an incorrect password 10 times in a row, their FreshID account will be locked. To unlock it, FreshID will send an email to the user with a link to unlock the account immediately. And, the account will be automatically unlocked after 2 hours.

You can check the number of failed login attempts for your account in Haystack by running the following query: "USER_LOGIN_FAILED" AND "agentemailaddress" AND "event_type"="USER_LOGIN_FAILED"

Here are some solutions:

  1. If you have admin access, you can use Hodor Bot to unlock the user's account.

  2. Password reset emails are sent from the primary support@freshworks.com email address, and their status can be checked in Sumologic.

  3. If there are any issues with the recipient of the password reset email, the logs can be shared with the customer, or the email addresses can be removed from the bounce list using the Freshemail bot.

  4. It is important to note that activation emails or password reset emails cannot be retrieved from logs and should not be shared with customers due to compliance reasons.