A user gets locked out of their account when they enter their name/password too many times. You'll know you're locked out when you see a notification in the Shepherd's login screen, just above your email.

If this occurs, any user who has current access to the clinic account and who has the correct permissions can unlock the locked account by navigating to Admin --> Users and clicking on the 'edit' icon under the action column for the affected user (the locked user is indicated by the 'locked' column).

Once in the user edit screen you will see an "unlock" option under the action menu here:

If you do not have a user available who has current access with the correct permissions, please reach out to our support team and we will be happy to further assist!