How to Unlock a Client Portal Account Due to Failed Login Attempts

For security reasons, the IntakeQ system locks a client's secure portal account after 5 failed login attempts. If this happens to one of your clients, the steps below will show you how to unlock their account:

1. Access the client portal section of your account by clicking the speech bubble icon in the main navigation bar.
2. Click on the client that has been locked out in the list on the left of this screen.
3. Once that client's messaging channel is open, you will notice that there is an exclamation mark by the client name. Click on "Click here to unlock" in order to unlock the channel.
4. You may want to ask the client to use the "Forgot my Password" option on the portal login screen in order to reset their password.