SAP Knowledge Base Article - Public

2086751 - How to Unlock a User Who Has Been Locked Out - SuccessFactors


  • User is not able to login, how to reset the user account?
  • User receives a message that they reached the maximum number of login attempts.
  • Is it possible to perform a mass reset of user accounts that are locked?

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SAP SuccessFactors HXM Suite

Reproducing the Issue

Username and Password

  1. Try to login using Username and Password
  2. The below error message is displayed


Single Sign-On

  1. Try to login via SSO
  2. Screen goes into a loop
  3. SSO error logs (only accessed by SAP Partners or Customer Support) shows
    • [local user authentication fail for user abcd]
    • Login failed - account locked


User might be locked out


  1. Go to Admin Center 
  2. Under Update User Information click on Reset User Account
  3. Enter the username of the affected user
  4. Click on Search Users

Tip: The red X means that the user is locked out.


  1. Select the checkbox next to the locked out user
  2. Click the Reset Selected Users” button
  • Is it possible to perform a mass reset of user accounts that are locked?

There is no available option allowing a mass reset of blocked user accounts. A possible workaround is to:

  1. Clean all the search filters via the Reset User Account page
  2. Click Search Users
  3. All the available users will be shown in the screen, one user in each row. On the left side of each user is a check mark you can use to mark all the users you would like to reset 
  4. Check all the users and click Reset Selected Users

See Also

  • Help Portal: Resetting Accounts
  • KBA 2420640 - Passwords: Configuring Password & Login Policy Settings - SuccessFactors Platform
  • KBA 2317944 - [SSO] SAML 2.0 Provisioning Guide for BizX - Troubleshooting Tips and Tricks - Common Errors and Resolutions


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