All Juniper JoinUp products (includes Sonar Tracker, MIS, Websites, Awards & Activities, Portal and Comms Hub).

Overview

This article explains what to do if;

• a user receives an account locked error message:

• a user's 2FA emails are being sent to the wrong email address but the correct address is showing in the Juniper Portal.

Prerequisites

• You must be an Account Admin or Account Owner.

Instructions

Follow these steps to change the user role, then reinstate it to resolve their access problem:

1. Open the User Invitations page within Portal:
   

2. Select Staff:

   

3. Select Edit Roles:

   

4. From Edit Role, select the Product that the user cannot access:

   

5. Select a role to that is lower than the user's current role (for example, if the user is currently set to Full Edit, select Partial Edit):

   

6. Select the user from the Select Users pane:

   

7. Select Save. You are returned to User Invitations. A message is displayed confirming the update:

   

8. Reselect Edit Roles:

   

9. From Edit Role, reselect the Product that the user cannot access:

   

10. Select the role that the user originally held:

    

11. Select the user from the Select Users pane:

    

12. Select Save. to reset the user to their original role.

Outcome

You are returned to User Invitations. A message is displayed confirming the update has been made:

Wait 5 minutes,then ask the user to try to log on. If at this point they are still having problems, raise a ticket. 

Updated 20 March 2026 16:15