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Avalara Help Center

Unlock your account after three failed sign-in attempts

This article applies to:CertCapture

To protect your account, CertCapture locks a user out after three failed login attempts. Learn how to unlock your account if you do get locked out.

Steps

  1. Contact your company's Account Administrator so they can unlock you. 
    • Account administrators can unlock users by going to Global Admin > Manage Users and selecting Reset for the user in question.
    • If you are the Account Administrator, submit a case to our support team and request that we unlock your account.
  2. If the Account Administrator can't be reached, Avalara may require the request on a letter containing your corporate letterhead.
    • Submit a case to our support team. We'll work with you to get the appropriate documentation for the request.    
    • The email must be sent from/signed by a company executive (include the title of the individual signing the communication)
    • The email must include "account admin user XXX is no longer here, change CertCapture email address to XXX and reset the password so we may access the account admin user" 

 

 

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