How to unfreeze a user

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As an Administrator, you can unfreeze accounts for users with ‘Manager’ and ‘Operator’ roles if they are locked due to multiple failed login attempts or password reset issues.

How will a user know if their account is frozen?
A user will receive a notification that their account is frozen due to too many failed login or password reset attempts. If the account belongs to a ‘Manager’ or ‘Operator,’ they will be instructed to contact their Administrator. If it is an Administrator account, the user will be instructed to contact Support.

How will a user know their account is frozen?

If a user tries to sign in and makes too many failed attempts, their account will be frozen for security reasons. At that point:

• If they are a Manager or Operator – They will not be able to sign in and must contact their Administrator to have the account unfrozen.

• If they are an Administrator – They will not be able to sign in and must contact Kopo Kopo Support.

For more details, see: My account is frozen, what should I do?

How do I, as an Administrator, unfreeze a Manager or Operator account?

On the web app:
✅ Learn how to unfreeze a user on the web app

On the mobile app:
✅ Learn how to unfreeze a user on the mobile app

▶️ Here is a GIF showing how to unfreeze a user on the website

Who will unfreeze my account as an Administrator?
If your Administrator account becomes frozen, you will need to reach out to our Support Team for assistance with unfreezing.