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      Understanding Account Freezes

      An overview of what happens when your account is frozen, how your account is frozen, and steps to help get it out of this state.

      Understanding Account Freezes in the Nokē Smart Entry System

      The Nokē Smart Entry system includes an important security feature that automatically locks user accounts after multiple failed login attempts. This measure is designed to protect accounts from unauthorized access attempts, ensuring your security.

      Why Does an Account Get Frozen?

      If a user attempts to log in to the system and enters incorrect login information five times in a row, their account will be automatically locked. This is a protective action to prevent potential hackers from gaining unauthorized access by repeatedly guessing passwords.

      What to Do When Your Account is Frozen

      If your account has been locked due to multiple failed login attempts, you can follow the steps below to unfreeze it.

      1. Contact a Facility Employee or Authorized User:

        • If you are unable to access your account and it has been frozen, you will need assistance from someone with the appropriate permissions.
        • A facility employee or an authorized user can unfreeze your account by following the steps outlined below.

      2. Unfreezing the Account (Admin/Authorized User): To unfreeze a locked account, follow these steps:

        1. Log in to the Web Portal.
        2. Go to the Users section and find the user whose account is frozen.
        3. Click on the user’s profile.
        4. Click on the Gear icon next to the user’s profile.
        5. Under the Information section, click Unfreeze Account.

        After completing these steps, the account will be unfrozen, and the user will be able to log in again.

      Resetting the Password After Account is Unfrozen

      Once the account is unfrozen, the user can either attempt to log in again or use the Forgot Password link on the login page to reset their password if they’re still unable to remember it.

      If You Encounter Issues

      If you run into any problems while attempting to unfreeze an account or reset the password, please contact Nokē Smart Entry Support for further assistance.

      By following these steps, you can quickly address issues related to locked accounts and regain access to your Nokē Smart Entry system.

       

      Permission Needed

      • Unfreeze User

      If you do not have the correct access, contact an administrator to add permission to your role type.

      For more information, click below:

      Troubleshooting Password Issues

      Logging in to the Web Portal
      Setting up the Mobile App