This article explains what to do when a user gets locked out of your Double the Donation account.
Double the Donation allows 10 failed login attempts before disabling further login attempts for the same username for 24 hours. After 24 hours, the user can attempt to log in again. Double the Donation automatically logs users out after 3 days.
If a user from your organization is locked out of their account because they forgot their password, you as an administrator role within your account have the ability to send a password reset email to the user. Go through the following steps:
- Login to your account
- Navigate to User Management
- Identify the user who is locked out based on their username or email address
- Click "Send Password Reset Email" under the Actions column
The user will receive an email titled "Double the Donation Password Reset" from support@doublethedonation.com. If they are unable to find it in their inbox, have them check their spam or junk folder. The user will have to change their password as soon as they receive it. Their password reset email will expire in 24 hours.
Note: Confirm whether or not the user has enabled 2-factor Authentication for their account. If enabled and not entered at the time of login, the user will receive an error message for incorrect Username/Password. If they no longer wish to use 2-Factor Authentication or are unable to complete the step, you can remove the Authenticator within the User Management settings.
If you as the administrator within the account are locked out of your account, email us at support@doublethedonation.com. Please include the full name of the primary contact person on the account, the email address of the primary contact person on the account, and the organization's name.