If a user enters too many incorrect password attempts when signing in to elluminate, the account locks to protect account data from unauthorized access. The default limit is five attempts but can be configured based on client requirements.

When attempting to sign in, elluminate may display a message indicating that the account is locked.

Unlock the Account

A locked account must be unlocked by eClinical Solutions Support or a dedicated client support person.

To request an account unlock, provide the following information to the appropriate support team:

• Username
• Account domain

The account domain is the first part of the URL. For example, in domain-name.eclinicalsol.com, the domain is domain-name.

If contacting eClinical Solutions Support, email support@eclinicalsol.com to create a support ticket. If a dedicated client support person is available, contact that person instead.

After the account is unlocked, the support team may initiate a password reset. This sends an email with instructions to create a new password.

Alternatively, the user can click the Forgot Password link on the sign-in page to reset the password.

Note: The Forgot Password link does not work while the account is locked.

Important: If the account becomes locked unexpectedly and repeated incorrect password attempts were not entered, another person may have attempted to access the account. Include this information in the support request so that Support can investigate.