What to do when the HR Super Admin has been locked out?

It is the Super Admin's duty to unlock the accounts of the employees which was also discussed in the below KB articles:

• Account Has Been Locked but There Is No Option to Unlock the Account
• Security feature: Account lockout with CAPTCHA

But, what if the Super Admin's account was locked? If there are other active Super Admins, the account can still be unlocked on your end.
If you're unsure who are the other Super Admins or if there are still other active Super Admins on your Account, feel free to email us so we check on our end.

Rest assured that any information that will be disclosed and requested will only be used for checking purposes as per our strict compliance with the Data Privacy Act (DPA).

Now, if there are no other active Super Admins, you can send us a Change Request Form (CRF) so we can help you unlock your account.

In a normal process, once the Super Admin unticked the "Account Locked" checkbox from the Employee Profile, it will trigger a reset password email to be sent to the user:



Here's a sample of the email:

However, this is not the same case when your account is unlocked via CRF. Once we unlock the account of the Super Admin, it will not trigger any reset password email. So, what would you need to do? 

1. If you no longer remember your old password, we recommend resetting your password instead. Here's the guide: I Forgot My Sprout HR Password -- What Now? 

2. If you still remember your old password, you may still use it to log in.

There you go! Next time your Super Admin account will be locked, you may follow these easy steps!