As an Account Admin, you can help a Basic User at your organization resolve the following issues that may be preventing them from logging in to the Bandwidth App:
They've been locked out after 6 consecutive failed login attempts
Their username is incorrect
Their password is incorrect or has expired
Note: If you're not able to log in to the Bandwidth App as an Account Admin, please open a ticket with your Bandwidth Support Team or call us at (855) 864-7776.
To access the user's account settings:
Log in to the Bandwidth App.
In the side navigation bar, select Account and click Users.
Select the user's account from the list on the left.
Unlock the user
If the user has unsuccessfully tried to log in to the Bandwidth App 6 times in a row, they'll be locked out for security reasons. To unlock them, simply set the toggle to Unlocked.
Check their username
Confirm that the user is logging in with the correct username. You can find it under User Information.
Ask them to reset their password
If none of the above has resolved the user's issue, ask them to reset their password. They can either do it themselves, or you can send them the password reset email by clicking Send Reset Link.