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User Access Reset Tool for customer record

in General 7 comments

I have a customer who is blocked from logging in to our website. We have reset her password manually but this did not unlock her account. I attempted to use the User Access Reset Tool to Unlock the user's access, but I got the following notice:

You cannot perform the actions you selected for this user. Possible reasons include: you entered an invalid email address, you do not have adequate permission, or you are not an administrator in all the accounts to which this user has access.

I am using the core administrator role, and I am admin in both our Production and Sandbox accounts. I pulled the email directly from the Customer record. How can I unlock this users access?

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