When End Users log onto Serendata with incorrect credentials, the account will automatically be locked (credentials refer to the Email Address and Password). Each End User has a total of 10 attempts before an account is locked. End Users can unlock their own Serendata Accounts without requiring assistance from Technical Support.
This article details how to:
Unlock an account in Serendata (from the Account Sign In Screen)
Unlock a Serendata Account
When an account becomes locked, the End User will receive an email to their specified account. The email:
Confirms that the account was locked due to too many failed attempts
Provides a direct link to unlock the account
Specifies who to contact if you are unable to unlock the account in question
The unlock process can be initiated from the:
Email or
Serendata Sign-In Screen
Step | Action |
1 | Click on the Need help signing in? link at the bottom of the screen. |
On clicking the link, further options become available. The new options are:
Forget password? – Use this option to reset your password only.
Unlock account? – When logging in with incorrect credentials over 10 times, your account will be locked. Prior to resetting password, your Serendata account must be unlocked.
Help – To obtain further help and support, utilise this built in Help Facility.
Step | Action |
2 | Click Unlock account?. |
Step | Action |
3 | Enter the email address to which the Serendata account is register to in the Email or Username field. |
4 | Click |
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Confirmation that an email has been sent to the specified account will be displayed on screen. The email will provide all the necessary instructions to reset the password.
Step | Action |
5 | Click |
6 | Check your email account. Note: The email will be from Serendata. The reset via this email will expire after one hour only. If this time elapses, the following message will be displayed when an attempt is made to reset the password:  |
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An email will be sent to be sent to your email inbox detailing that an account lock has been requested. The email will contain a link by which the account unlock process can be initiated. This link is only valid for 1 hour.
Step | Action |
7 | Click |
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When unlocking your Serendata Account, you will be redirected towards the security question that was selected and answered during the account activation process.
Step | Action |
8 | Click in the Answer field. |
9 | Enter the answer to the security question in the Answer field. |
10 | Click Note: This will now prompt you to specify a new password. |
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Step | Action |
11 | Click Note: This will bring up the Serendata Log On screen where Serendata can be accessed using correct credentials. |
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Note: If you attempt to log onto Serendata thinking that it is locked but it is not, Serendata will issue an email which details the following:
This completes the guide for Unlock Serendata Accounts.
