Problem
When logging in to the Everbridge Manager Portal, Visual Command Center (VCC), or any service ending with *.everbridge.net, one of the following occurs:
Your account has been locked. Contact your administrator or unlock your account.
Root Cause
Failed password attempts: For Everbridge Suite (EBS), the account locks after five (5) incorrect password submissions. For Everbridge 360 (E360/EB360), the account locks after three (3) failed attempts.
Incorrect security answer: Repeatedly entering the wrong answer to your security question will result in your account being locked. Usernames, passwords, and security answers are all case-sensitive.
Concurrent access: In some situations, attempting to sign in to multiple environments (for example, production and test) at the same time using the same account can also trigger an account lock.
Solution
1. If you know your security answer and see the unlock option
Use the on-screen unlock your account process to unlock the account yourself.
Carefully enter your security answer, ensuring that spelling and capitalization exactly match what you originally configured.
2. If you do not know your security answer or the self-unlock fails
Contact your internal Organization or Account Administrators and request that they unlock your account (and, if needed, reset your password or help recover your username).
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Your administrators can use the following administrator-facing resources:
3. If your administrators are unavailable or the issue persists
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Contact Everbridge Technical Support and provide:
a screenshot of the error message, and
the username (if known) and which environment you are trying to access.
Technical Support can work with your administrators to have the account unlocked and, when appropriate, trigger a password reset email or provide a temporary password so you can regain access.
If your organization requires urgent assistance and your internal administrators cannot be reached, you may also contact the Emergency Live Operator at 877-220-4911 (U.S. & Canada toll-free).
For more information about unlocking user accounts, see EBS: Unlocking Your Everbridge User Account.