Customer accounts can be locked automatically when suspicious activity is detected through a system called Login Lock, which can activate when a mobile app user account is logged into several times in a short period of time.
Customers may have a legitimate reason to behave in ways that activate Login Lock. If you are confident that the account should not be locked then you can deactivate Login Lock in the following way:
- Search for the user in Passenger Cloud
- Click "overturn this ban" on the warning message that is shown
- The user's account will be available to log into again straight away.
By overriding Login Lock manually via Passenger Cloud, the account will be protected from any further automatic Login Lock activation for a period of 24 hours.
Find out more about how the Login Lock system works.
Note: In earlier releases of Passenger Cloud, Login Lock was known as 'user banning'.