Unlock user
Your account is locked after multiple incorrect sign in attempts. When this happens, you receive an email: Your user account is locked from no-reply@digicert.com, which explains whether your account was locked due to incorrect password attempts or two-factor authentication (2FA) attempts.
If you received an email saying your account is locked, follow the following steps to regain access.
Locked out of your account?
Review your email (Your user account is locked) to identify why your account was locked.
Select the reason and following the steps to regain access:
You can unlock your account by resetting your password.
Option 1: Unlock from your email (recommended)
Identify the email: Your user account is locked
Select Reset your password.
Enter a password.
Select Submit.
Option 2: Unlock from the sign-in page
If your password reset link has expired (it’s valid for three days), you can reset your password from the sign-in page:
Go to the DigiCert® account sign in page.
Enter your username.
Select Next.
On the screen requesting your password, select Reset password?
Select Request password reset.
Option 3: Unlock via your account administrator
Contact your administrator and provide:
Your username
These instructions:
In DigiCert® account, select Access ().
Identify the locked user and hover over their first name.
Select the more actions icon (⁝) > Reset user credentials.
Select Reset password.
Sends the user the Reset your DigiCert password email from no-reply@digicert.com.
Select Send email.
If your account was locked due to too many incorrect 2FA attempts:
An account administrator can unlock your account.
You can’t unlock your own account
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If your account is locked due to 2FA and you’re an administrator, contact another administrator to unlock your account.
If you’re the only administrator in the account, contact DigiCert Support.
Unlock your account via your account administrator
To unlock your account, contact your administrator and provide:
Your username
These instructions:
In DigiCert® account, select Access ().
Identify the locked user and hover over their first name.
Select the more actions icon (⁝) > Reset user credentials.
Select Reset two-factor authentication
Sends the user the Reset two-factor authentication email from no-reply@digicert.com.
Select Send email.
Unsure if your account is locked?
For security reasons, DigiCert doesn’t indicate when an account is locked during sign-in. You may continue to see generic error messages even if your account is locked:
On the password page:
We don't recognize that sign-in. Did you forget your username or password?
On the 2FA page:
Invalid one-time passcode. Try again or generate a new OTP.
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If you repeatedly see these messages while entering correct information, your account may be locked.
If you’ve tried signing in multiple times without success:
Check your email for the subject line: Your user account is locked
Follow the steps in this document.