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How do I unlock a user?

An Online Banking for Business user may be locked due to suspicious activity, inactivity, or by an administrator.

As an administrator, you can easily unlock a user, but please make sure you speak with them first. Do not rely on an email request to unlock, as the sender’s email may have been spoofed or hacked.

When you’re sure it’s safe to continue, here’s how to unlock a user:

  1. In Online Banking for Business, select the Administration tab. 
  2. Under “User Management”, choose Manage Users. 
  3. Select the User ID of the relevant user. 
  4. At the top of the page, switch the “Status” toggle to Active. 
  5. Choose Save Changes. 
  6. Return to the top of the page and switch the “Security” toggle to Unlocked. 
  7. Then confirm by selecting Yes, Unlock User. 
  8. When prompted, please confirm your identity using 2-step verification (also known as secondary authentication). What is 2-step verification? 

You’ve successfully unlocked the user. Now they can sign in to Online Banking for Business using their current credentials. 

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