If the error appears on one workstation regardless to the login used, reboot the workstation.

If the username and password entered are correct:

  1. Log into The Raiser's Edge as Supervisor or a user with Supervisor rights
  2. Go to Admin, Security
  3. Open the affected user
  4. Unmark the 'Account is locked out' box
  5. Save and close the user 
  6. Have the affected user try to log back in
OR
  1. Log into The Raiser's Edge as Supervisor or a user with Supervisor rights
  2. In Admin, select Security. Open the user that is locked
  3. Ensure that 'Account is locked out' is unchecked
  4. Change the user's password and confirm new password. Click Save and Close
  5. Exit and sign out
  6. Use the updated password with the user, so the user can log back in

If using The Raiser's Edge version 7.91.40 or below:
  1. Log into The Raiser's Edge as the Supervisor or a user with Supervisor rights
  2. Go to Configuration, Business Rules, Account Lockout Options
  3. Change "The account will remain locked out for 30 minutes"  to "The account will remain locked out for 1 minutes" 
  4. Exit and Sign Out of The Raiser's Edge as Supervisor
  5. Wait 1 minute and log back into The Raiser's Edge as the affected user 

If using The Raiser's Edge version 7.91.5056 and higher:

Wait the amount of time for the lock out and then try to log in again.

OR

Create a new user name. Be sure to review What to consider before deleting a user name and what information is lost when deleting a user? before completing this step.


If using The Raiser's Edge version 7.91.5056 and higher and the account is not immediately unlocked by the steps in "If the user name and password are correct" above :

Change security rights for the affected user by granting supervisor rights or moving the user to another security group. If the user can log in after changing security groups, copy their security group(s) to move users so the suspect group(s) can be deleted.

OR

Create a new user name. Be sure to review What to consider before deleting a user name and what information is lost when deleting a user? before completing this step.


If Blackbaud hosts your data and after waiting 30 minutes you are still unable to log into The Raiser's Edge:

Follow the steps to reset the Supervisor password and for additional assistance Contact Support and reference this article. 

**Note: A locked hosted user will be automatically unlocked within 30 minutes of inactivity.