How to unlock an Email Quarantine Account

Products

• Email Security.cloud

Issue/Introduction

A user has locked themselves out of their Quarantine account and requires you to unlock their account.

Resolution

Follow these instructions in order to unlock an account:

1. With the primary username for your organization's account or an account with the appropriate level of permissions, login to https://clients.messagelabs.com

2. Navigate to Dashboard > Services > Email Quarantine

3. On the Quarantine Settings page, go to the "Password Controls" section

4. Under Unlock passwords section, push the "Search" button

5. This will pull and show all accounts that are currently locked

6. Click on the locked account and then click "Unlock"  to unlock and account

7. Go to the logon page e.g. https://eu.quarantine.symantec.com or https://us.quarantine.symantec.com

DO NOT try to login right away or the account will be locked out again

8. Click on "Forgot your password?" located under the Password Box

9. Enter email address for Username

10. Push the "Reset Password" button

11. Advise User to click on the activation link that is sent to their email address to choose a new password

 

Please contact support if you experience anything different and need further assistance. 

Want to reset the password for a quarantine portal account? Go here: How to Reset Quarantine User Password