---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Unblock a Password Reset user

# Unblock a Password Reset
user {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

If a user is manually banned or is flagged as exceeding max attempts, the user can be
blocked (not allowed to use the Password Reset application). You can
unblock a blocked user.

## Vorbereitungen

Role required: password_reset_admin or password_reset_service_desk

## Warum und wann dieser Vorgang ausgeführt wird

Blocking events include:

* The user exceeded the limit for the number of failed password attempts.
* The most recent password reset occurred before the wait time required until the next reset.
* The user failed to provide the correct information while attempting to reset the password.
{#t_UnblockAUser__ul_j2d_kwh_kp}

If the number of blocked or locked users exceeds the limit within a defined time
interval, it triggers a system log event. You can configure the number of blocked or
locked users and the time interval required to generate the log event by setting the
password_reset.activity_monitor.incident_threshold and
password_reset.activity_monitor.incident_window
properties.

## Prozedur

1. To view the list of blocked users, navigate to Password ResetBlocked Users.
2. To unblock a self-service user:
   1. Navigate to Password ResetBlocked Users.
   2. Select a user from the list.
   3. Select Delete on the Actions on selected rows list.
   {#t_UnblockAUser__substeps_nfx_qn3_h1b}
3. To unblock a user whose password was reset by a service desk agent:  
   If a user is manually banned or flagged as exceeding max attempts, the user can be blocked (not allowed to use the Password Reset application). When the password reset request is made through self-service, the user is unblocked when the password is successfully reset.

   In contrast,
   service desk agents are allowed any number of retries. The
   max_attempt_reached limit does not apply and the
   Blocked status for the user is not reset after
   the password is reset. As a result, after you successfully reset a user
   password, you must unblock the user manually.
   If the user is not unblocked manually, then the system resets the blocked state only when the max_attempt_window time period elapses and the user tries to reset the password using self-service.
   1. After you successfully reset a user password, navigate to Password ResetBlocked Users.
   2. Change the Blocked setting for the user from true to false.
   {#t_UnblockAUser__substeps_onn_h43_h1b}
**Zugehörige Konzepte**   

* [Password Reset and Password Change reports and logs](https://servicenow-prod.fluidtopics.net/ADaLT1aZNJclECoJXmDdLA "The Password Reset application provides several tools for monitoring and troubleshooting password reset activities.")
* [Password Reset and Password Change reports and logs](https://servicenow-prod.fluidtopics.net/ADaLT1aZNJclECoJXmDdLA "The Password Reset application provides several tools for monitoring and troubleshooting password reset activities.")  
**Zugehörige Tasks**   

* [Configure Password Reset properties](https://servicenow-prod.fluidtopics.net/83Dm8_sAgBsNGGfj0zy_Hg "You can specify properties that configure the Password Reset experience for end users.")