User Locked Out of Account

User Locked Out of Account

If a user from your organization is locked out of their account, you as an administrator role within your account have the ability to send password reset email to the user. Go through the following steps:

  1. Login to your account
  2. Navigate to User Management
  3. Identify the user who is locked out based on their username or email address 
  4. Click "Send Password Reset Email" under the Actions column


The user will receive an email titled "360MatchPro 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 is locked out of your account, email us at support@doublethedonation.com. Please include the full name of the primary contact person on the account, email address of the primary contact person on the account, and name of the organization.



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