Unlocking a Locked User Profile

When a user has entered an incorrect password more than three times, the Login Attempts Exceeded page will display.

CounselLink remembers every unsuccessful login, even those from weeks ago. So when the user has reached the total limit of three password errors, it will lock for 15 minutes. A successful login resets the count of unsuccessful attempts.

Resetting a Locked Account:

1. Read the instructions on the Lockout Exceeded page.

2. Close all browser windows.

3. Wait 15 minutes.

4. Reopen the browser and go to the CounselLink Log In page.

5. Type in correct ID and password.

6. If the login does not work, there are two options:

   • Contact your CounselLink Admin, who can request a new password for your account.

   • If you are not sure of your login ID, security question, or email address, call Customer Support.