Oh No! My TechExpress Account is Locked!

This article outlines the process of re-enabling locked accounts due to users not completing assigned mandatory training.

Overview

Is your account locked or disabled? This could be because you did not complete an assigned training: Security Awareness or Compliance training are the two most common. Below you'll find information explaining the process and what to expect.

 

Contact The Help Desk First! 

If you cannot sign in to your account (You may see an error stating your account is locked.), this doesn't necessarily mean your account has been disabled due to incomplete training. It could be a simple issue like an incorrect password or username. 

1. Contact the Help Desk at 931-372-3975.  
2. If the Help Desk finds it is due to incomplete training, you will be notified during the call. 
3. The support member will gather your information and submit a ticket to the Information Security Office (aka ISO) on your behalf. 

 

Incomplete Compliance Training Process

1. While the ticket is being submitted by the Help Desk, the Help Desk associate will advise you to call or transfer you to the Compliance Office at 931-372-6005
2. After you contact Compliance, they will coordinate with ISO and advise whether your account can be re-enabled. 
3. Once the account has been unlocked, you will be informed by a member of the Information Security Office (ISO) or the Help Desk. 

 

Incomplete Security Awareness Training Process

1. Contact Help Desk via phone at  931-372-3975.
2. After your ticket is submitted by the Help Desk to the ISO, ISO will review and determine if your account can be re-enabled. 
3. If re-enabled, IT Security will inform you at that time and provide information on how to complete the training. 
4. Be sure to pay close attention to the timeline given. If you do not complete the training within the said time frame, your account will be deactivated again, and you will need to restart the process.