Managing user access issues is an essential part of maintaining smooth operations and security across corporate macOS devices.
Occasionally, a user account may become blocked after exceeding the allowed number of failed login attempts—typically due to password policies enforced. When this happens, users may report:
- “User blocked, please wait X minutes”.
- After waiting and entering the correct password: “Your account has been disabled”.
To restore access, you can remotely unlock the affected user account directly from the Applivery dashboard.
How to unlock a user account #
Once in the Applivery dashboard, head to the Device Management section and select Devices (1).
Search for the Mac using the username, serial number, or device identifier. Once selected, open the Commands (2) tab and click (3).
Select Unlock User Account (4) and enter the username that needs to be unlocked, then click .
The command status should change to Done within a few minutes, after which you can notify the user so they can attempt to log in again.
- The Mac is connected to a valid, managed WiFi network.
- The MDM profile is correctly installed and has the required permissions for user management.
The command status should change to Done within a few minutes, after which you can notify the user so they can attempt to log in again.
Special cases: devices with FileVault enabled #
If FileVault is active:
- The unlock command will not work until the disk is unlocked at login using the user password or the FileVault recovery key.
- If the user cannot unlock the disk, the only solution is to reset the password through Recovery Mode using the FileVault Recovery Key.
Recommendations #
To maintain efficient and secure account management:
- Periodically review password policies and lockout thresholds applied via Applivery.
- Communicate expected wait times and unlock procedures to users to reduce confusion.
- Document each unlock request or support action for proper traceability.
By keeping these practices in place and maintaining clear communication with users, you can quickly and proactively resolve account lockouts, reinforcing security and improving the user experience across your macOS fleet.