My account is blocked, what can I do?

My account is blocked, what can I do?

Introduction

It might occur that your account is blocked and you cannot sign in to the myDRE User Portal. This can have multiple reasons. Providing some information upfront will speed up the process of unblocking the account. Below you can find who you can do this. Be aware that this applies to logging in to the myDRE User Portal and not logging in to a Virtual Machine (VM).

Checks

Answering the questions below and providing the answers in a ticket to your local Research Support member will greatly help!
  1. Is your account locked after ~5 unsuccessful login attempts?
    1. Accounts are automatically locked after 5 unsuccessful login attempts. The lockout counter restarts after 10 minutes and the account is automatically unlocked after 30 minutes. Unfortunately, both the local Research Support and anDREa Support cannot speed up this process.
  1. Have you logged in from a different location than usual or are you using a VPN? For example, normally you login from Rotterdam and now you have logged in from Bangkok.
    1. There might be a legitimate reason why you did this, for instance you could be travelling. Microsoft is very strict in checking location-specific logins which might trigger automatic disabling of the account for security reasons. Contact your local Research Support to unblock the account. Research Support members can use the following article to perform the steps: Blocked user accounts (only visible for Zoho Agents).
  1. Did you (accidentally) press the report fraud button on your MFA request?
    1. If yes, this triggers blocking of MFA on your account for 90 days. You won't be able to sign-up nor set-up MFA again after an MFA reset. In this case, please provide evidence in a ticket to your local Research Support. After investigation, the Security Officer of anDREa will unblock the account if applicable.
  1. You aren't working for the same institute anymore. 
    1. If so, it might be that your local Research Support member has disabled your account. Please submit a ticket to enable the account again.

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