Account Lockout

Learn how MoEngage account lockout works after suspicious login attempts, including wait times and admin steps to unblock user accounts.

Account Lockout is a security feature that locks your MoEngage account when your login attempts seem suspicious. This helps you prevent attacks that might allow unauthorized entities to access an account.

If a user (such as a marketer or manager) or an admin enters incorrect login credentials or email OTP four times, their account will be locked.

When a User’s Account Is Locked

If you are a user and your account is locked, you must wait 3 hours (180 minutes) to unblock your account. After that, you can log in using the correct credentials.

Alternatively, you can contact the MoEngage admin to get your account unblocked faster.

Unblock a User’s Account as an Admin

As an Admin, perform the following steps to unblock a user’s account:

1. On the left navigation menu in the MoEngage dashboard, click Settings > Account > Team management.
2. On the Team management page, click the Members tab.
3. In the Search member(s) box, type the email ID of the user whose account is blocked.
4. Under the Action column, click the ellipse icon and click Unblock. (Users whose accounts are in the Blocked status will only have the Unblock option.)

Upon clicking Unblock, the user account will be unblocked, and they can log in using the correct credentials. If the solutions mentioned above do not resolve the issue, contact the MoEngage Support Team.

When an Admin’s Account Is Locked

If you are an Admin and your account is locked, you must wait for 3 hours (180 minutes) to unblock your account. After that, you can log in using the correct credentials.

Alternatively, you can contact the MoEngage Support Team for immediate assistance.

For further assistance, please contact your MoEngage Customer Success Manager (CSM) or the Support team.