.svg){kind=logo}
How to Manage Bounced Emails and Locked Accounts for 2FA
Learn how administrators can resolve bounced verification emails and unlock user accounts that have been suspended after failed Two-Factor Authentication attempts.
When Two-Factor Authentication is active, some users may encounter delivery issues with verification emails or get locked out after too many failed attempts. This article covers how administrators can identify and resolve these situations.
Before You Start
You need Manager permission for the General Settings module to manage bounced emails. Unlocking suspended accounts requires System Administrator permission.
Managing Bounced Emails
If a verification email cannot be delivered to a user, their account status changes to Bounced Email. A notice with the count of affected users appears in the Security tab under Settings.
How to Resolve a Bounced Email
- Go to Settings then the Security tab.
- Click View next to the bounced email notice.
- ou will be redirected to User Management with the affected accounts pre-filtered.
- Click the three-dot menu next to the affected user and select Unblock Email.
- A popup will explain the likely causes and suggested fixes.
- Confirm the action.
- An email is sent to the Customer Success team with the unblock request.
The Bounced Emails list remains visible even when 2FA is disabled company-wide.
If the bounced email belongs to an administrator account, the administrator must contact the Customer Success Manager directly to resolve the issue. It cannot be resolved from within the platform.x
Unlocking Accounts Suspended Due to Failed Verification
If a user enters the wrong verification code 5 times on the login page, their account is automatically locked. The company administrator receives an email notification with the affected user's details.
Account unlocking must be performed by a System Administrator, following the same process used to unlock accounts after repeated wrong-password attempts.
When both Account Locked and Bounced Email statuses exist for the same user, Account Locked takes priority. After unlocking the account, the status changes to Bounced Email, which must then be resolved separately using the process above.
System Email Notifications for 2FA Events
The following emails are triggered automatically by 2FA-related events.
For further assistance contact Lucidya Support.
Frequently asked questions
It means a verification email could not be delivered to that user. This typically indicates an issue with the user's email address or their email server's receiving settings.
No. Until the bounced email issue is resolved the user cannot receive the verification code needed to complete login.
The administrator must contact the Customer Success Manager directly. Admin bounced emails cannot be resolved through the platform's User Management interface.
Yes. After 5 failed attempts the account is automatically locked and the administrator is notified by email. The account must be unlocked by a System Administrator.
No. Account unlocking requires manual action by a System Administrator. The lock does not expire on its own.