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Unlocking a Locked User Account

Guide to unlocking locked Shepherd user accounts, including admin steps and support options if no authorized user is available.

Updated over 2 weeks ago

Why Accounts Get Locked

A user’s account becomes locked if they enter the wrong username or password too many times. When this happens, you’ll see a notification on the Shepherd login screen, just above the email field.

How to Unlock a User Account

If a user is locked out, someone with the right permissions and access can unlock the account:

  1. Navigate to Admin → Users.

  2. Select the Users tab and look for the Locked column. The affected user will be flagged as locked.

  3. Select the Locked User.

  4. Select Unlock from the Actions menu.

The account will now be unlocked, and the user can attempt to log in again.

If No Admin User is Available

If no one at your clinic has current access with the correct permissions to unlock the account, please contact Shepherd Support for help:

  • In-app Chat: Open Shepherd and start a conversation with Customer Care.

  • Email: support@shepherd.vet

  • Phone: 1-888-655-8772

Our support team will assist you in unlocking the account.

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