Have questions about managing bounced emails and locked accounts in Lucidya? Here are answers to the most common ones.
What does a "Bounced Email" account status mean?
This status appears when a verification email cannot be delivered to a user. It typically indicates an issue with the user's email address or receiving settings, and can be resolved by the admin from the Security tab in Settings.
How do I resolve a bounced email for a user?
From the Security tab, click View to be redirected to User Management where affected accounts are pre-filtered. Click the three-dot menu next to the user, select Unblock Email, and confirm the action. A request will be sent to the Customer Success team to follow up on the resolution.
What if the bounced email belongs to an admin account?
In this case, the issue cannot be resolved from within the system. The admin must contact the Customer Success Manager directly to resolve it.
When does a user account get locked due to 2FA?
An account is automatically locked if the user enters the wrong verification code 5 consecutive times on the login page. The admin receives an email notification with the affected user's details.
Who can unlock suspended accounts?
Account unlocking must be performed by a System Admin, following the same process used to unlock accounts after repeated wrong-password attempts.
What system emails are automatically triggered by 2FA events?
The system sends several automatic notifications: a Verification Code email for any action requiring code entry, a New Login Detected email when a user logs in from a new device or location, an Enable 2FA Notification to all company users when the admin enables it, an Account Suspended Alert to the admin when a user fails verification 5 times, and an Account Unlocked Notification to the affected user once the admin unlocks their account.
If you need further help managing bounced emails or locked accounts, reach out to the support team or explore other help articles in Lucidya.