User Lockout

Hello @Michael.Welch ,

If you found the provided response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | DocuSign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Does anyone happen to know how many failed attempts within what time period it takes to actually lock an account?  In my most recent test, I entered an incorrect password 10 times within a span of 2 minutes; it was enough to trigger multiple alters from Monitor, but I was also immediately able to login using my correct password.

My main concern with this is that we have several integrations, and we want to make sure that they are secure, as they are only accessed via password login and not SSO.

Hello @Michael.Welch,

Thank you for reaching back.

Unfortunately, the number of attempts can not be disclosed, however, if the limit is surpassed then the wait time is around 20 minutes so that it can be unlocked as mentioned in the article provided by the previous user’s post, my apologies. 

Let us know if you need further assistance with this.

Best regards,

Nathaly | DocuSign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hello @Michael.Welch ,

If you found my response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | DocuSign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Been locked out for 8 days. Support has been useless. Finally received an email to reset password and it tells me to contact support. HELP!

Hello ​@MarjePargie,

Thank you for reaching out to the Docusign Community.

Can you please send me a private message and provide the case number of the case you submitted so I can check this further?

Regards,

Jenny | Docusign Community Moderator

I have no idea how to send you a private message! 

Hello ​@MarjePargie,

I received your message and got the case number. I have sent a follow-up to the support team.

Should you require any additional assistance, feel free to reach out. Thank you!

Regards,

Jenny | Docusign Community Moderator

So I have been going in circles for the last two weeks. I have no idea how to resolve this issue. Someone from Global Support emails me and asks for my information. I provide the information and then another person asks for the same information. I did get a link last week that said if I followed the link, I could reset my password and get back into my account. I followed the link and I was about to update my profile but I still couldn’t get into my account. After I reset my password and tried to log in, I kept getting the same message that something is wrong and I need to contact Global Support. Late last week, I received an email form Global Support at 7:21 AM my time on Thursday morning indicating that they would be calling me in an hour. I wasn’t even up let alone at my desk or in front of my computer. I requested that they call me at 1:30 PM my time instead. I sat around all Thursday afternoon awaiting their call but no call every came. Then today, I get another email from another person asking for the same information that I have provided over and over again and asking the same questions that I have answered numerous times. Is there no way that I can purchase a whole new account if I can unlock my current account? I tried to buy a new account last week but it said that there was already an account attached to my email address. Unbelievable! It shouldn’t be this hard. The only time that I actually had a response other than the same old same old was when I reached out to you in the community. Is there a number I can call? How do other people get tech support for this platform? HELP! HELP! HELP!

MarjePargie