--- stage: Manage group: Authentication and Authorization info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://about.gitlab.com/handbook/product/ux/technical-writing/#assignments type: howto --- # Locked users **(FREE SELF)** ## Self-managed users Users are locked after ten failed sign-in attempts. These users remain locked: - For 10 minutes, after which time they are automatically unlocked. - Until an administrator unlocks them from the [Admin Area](../administration/admin_area.md) or the command line in under 10 minutes. ## GitLab.com users If 2FA is not enabled users are locked after three failed sign-in attempts within 24 hours. These users remain locked until: - Their next successful sign-in, at which point they are sent an email with a six-digit unlock code and redirected to a verification page where they can unlock their account by entering the code. - GitLab Support [manually unlock](https://about.gitlab.com/handbook/support/workflows/reinstating-blocked-accounts.html#manual-unlock) the account after account ownership is verified. If 2FA is enabled, users are locked after five failed sign-in attempts within 10 minutes. Accounts are unlocked automatically after 10 minutes. ## Unlock a user from the Admin Area 1. On the left sidebar, expand the top-most chevron (**{chevron-down}**). 1. Select **Admin Area**. 1. On the left sidebar, select **Overview > Users**. 1. Use the search bar to find the locked user. 1. From the **User administration** dropdown list, select **Unlock**. ## Unlock a user from the command line To unlock a locked user: 1. SSH into your GitLab server. 1. Start a Ruby on Rails console: ```shell ## For Omnibus GitLab sudo gitlab-rails console -e production ## For installations from source sudo -u git -H bundle exec rails console -e production ``` 1. Find the user to unlock. You can search by email or ID. ```ruby user = User.find_by(email: 'admin@local.host') ``` or ```ruby user = User.where(id: 1).first ``` 1. Unlock the user: ```ruby user.unlock_access! ``` 1. Exit the console with Control+d The user should now be able to sign in.