If you see an 'Unable to sign in' message when trying to enter your Okta password, this usually means the password you're entering is incorrect, so we'd recommend resetting it.

To do this, click on 'Forgot password?' and follow the prompts. If you've only attempted logging a few times, your account shouldn't be locked and an email should be sent to you with instructions to reset your password.

Whereas if you've tried logging in 5+ times or more using the incorrect password, Okta will lock your account, and the reset password email you receive may say

"At this time your account is not in a state where you can self-service a password reset".

This means that Okta has locked your account for 30 mins.

To unlock your account, type in your email and then click 'Unlock Account' from the 'Need help signing in' options.

Next, type in your email and click on 'Send Email'.

You'll then receive an email with a button to click to unlock your account (please note the link will expire in 1 hour).

Once clicked on, a new browser page will open and show the validation check which is the Answer Unlock Account Challenge. You'll need to provide the answer to the Secret Question you assigned to your Okta account.

Type in the answer then click 'Unlock Account'.

Once unlocked, click on 'Forgot Password' from the 'Need help signing in?' section.

Then click 'Reset Password'.

You'll receive an email with a link to click on to reset your password.

Once reset, you should then be able to resume logging into your Okta account and therefore your EagleCRM using this new password.

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