---
title: "Unlock a Locked Staff or Parent/Guardian Account"
slug: "unlock-locked-account"
description: "Procare Online secures accounts by locking them after failed login attempts. Learn how admins can unlock staff and parent/guardian accounts."
updated: 2026-08-11T18:50:33Z
published: 2026-09-16T01:30:25Z
canonical: "www.procaresupport.com/unlock-locked-account"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://www.procaresupport.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Unlock a Locked Staff or Parent/Guardian Account

Procare Online automatically locks accounts after too many consecutive failed login attempts. This security measure is designed to protect accounts against brute for attacks, which are automated attempts to guess a password or verification code by trying many combinations in rapid succession. When a staff member’s or parent’s/guardian’s account has been locked, their account must be manually unlocked by a director or authorized staff member.

![link icon](https://cdn.document360.io/cbafbd2c-42f8-485b-84e3-f3812fe8a596/Images/Documentation/link.svg)

Learn more about [Too Many Failed Login Attempts](/procare-online/docs/too-many-failed-login-attempts).

---

## Unlock a Staff Member’s Account

When a staff member’s account is locked, a red banner displays at the top of their profile in **Staff Management**.

1. Go to **Staff Management** > **Staff**.
2. Select the staff member.

“Account has been locked” displays at the top of the staff member’s profile.

![staff profile locked](https://cdn.document360.io/cbafbd2c-42f8-485b-84e3-f3812fe8a596/Images/Documentation/staff-profile-locked.png)
3. Click **Unlock**.

The locked banner message clears.

## Unlock a Parent’s/Guardian’s Account

When a parent’s/guardian’s account is locked, a red banner displays at the top of their profile card in the **Parents/Guardians** section of **Students**.

1. Go to **My School** > **Students**.
2. Select a student in the parent’s/guardian’s family.
3. Go to the **Parents/Guardians** section.

“Account has been locked” displays on the parent’s/guardian’s card.

![parent profile locked](https://cdn.document360.io/cbafbd2c-42f8-485b-84e3-f3812fe8a596/Images/Documentation/parent-profile-locked.png)
4. Click **Unlock**.

The locked banner message clears.

> [!WARNING]
> Important
> 
> Only directors and authorized staff can unlock accounts. If you do not see the **Unlock** button, contact Procare Support at (800) 964-1729. After an account is unlocked, the user’s failed login counter resets and they can log in as normal.