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    How to avoid being locked out of the Virtual Terminal

    How to avoid being locked out of the Virtual Terminal


    How can I avoid being locked out of the Virtual Terminal?


    For instructions on retrieving your password, please review How to unlock the Virtual Terminal and obtain a new password

    Tips to prevent being locked out of the Virtual Terminal

    • If you copy and paste any part of the login credentials, (VT ID, username or password) make sure there is no space added at the beginning or end when you highlight the data. A space is treated as a character, and may cause login failures.

    • Read our article, "Password Security Tips" to learn how to create a strong password that is also easy to remember.

    • The Virtual Terminal account will be locked after three failed login attempts. If a user has ten or more failed attempts, the system locks the IP address from where the login attempts originated for a 30 minute period. In a case like this, anyone using the same IP address must wait 30 minutes from the last failed attempt before logging in again, even after tech support has unlocked the account.

    • The temporary password assigned to you when your account is unlocked is for a one-time use only. Immediately, the Virtual Terminal will prompt you to re-enter the temporary password and then update it with your own personalized password. Virtual Support agents are unable to view a user's password. They are only able to reset it and send out a temporary password.

    • Occasionally, your internet browser cache which includes temporary internet files, internet history and cookies should be emptied or cleared on the computer used to login to the Virtual Terminal. We have seen instances where the browser is recognizing an old password rather than the correct one that was just entered by the user.

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