Dashboard Account Lock Out
If a user's password is entered incorrectly the number of times defined in Organization > Settings > Security > Account lockout, the user will not be able to log into the dashboard. When attempting to access Dashboard, they will receive an error message indicating "This account has been locked after too many failed login attempts."
In order to regain access to Dashboard, the account must be unlocked by another administrator with Full access at the network or organization level, dependent on the account that is locked.
For admin users with Organization permissions:
- Navigate to Organization > Administrators
- Click the checkbox next to the admin with the locked account
- Click Unlock
For admin users with Network permissions:
- Navigate to Configure > Alerts & administration/Network-wide settings
- Click the Unlock button next to the admin with the locked account
If no other administrators of equal/greater access exist, please contact Cisco Meraki Support. For security purposes, Support may need to validate your identity before taking action.
If two-factor authentication is enabled on the account, Support will not be able to bypass the additional security; two-factor authentication needs to be disabled before the account can be unlocked.
Recovering Access to Accounts Protected by Login IP Range Restrictions
Login IP range restrictions are an important security mechanism, and cannot be disabled or modified by Cisco Meraki without positively identifying the account owner. Login IP range restrictions should be configured with caution. We recommend trying to regain access by reaching out to the ISP provider and requesting to have the IP address restored to the previous one. If you're able to access Dashboard you can add/change the new IP at Organization > Settings > Security > Login IP ranges. Otherwise, the only way to regain access to a Dashboard Organization from an IP not in the configured range is as shown below:
Open a case by emailing email@example.com.
This email must be sent from the email address of an administrator with Organization write privileges for the Organization for which the login IP range is to be disabled or modified.
Once in communication with a Cisco Meraki Support Operations Specialist, explain that the login IP range needs to be disabled or modified for the Organization.
The Support Operations Specialist will request more information about the organization and its contents and settings to verify the validity of the request.
Once this step has been completed, a Cisco Meraki Support Specialist will provide you a document that must be signed and notarized, then scanned and emailed back via the case correspondence.
When this is received by Meraki Support, it will be attached to the case before any changes are made.