Locked Out of Your Account and Password Resets

If you enter the wrong password too many times your edge account is temporarily locked. You can wait a couple of minutes and try again, reset your own password from the login page, or ask a school administrator to unlock your account or issue a new password. This article covers all three options, plus the password rules that apply.

If you enter the wrong password too many times your edge account is temporarily locked. You can wait a couple of minutes and try again, reset your own password from the login page, or ask a school administrator to unlock your account or issue a new password. This article covers all three options, plus the password rules that apply.

Account lockout

Your account is locked after 3 failed login attempts. When locked, the login page shows:

"Your account has been locked after exceeding the maximum number of login tries. Wait 2 minutes before logging in again. Or if you need to set a new password and unlock your account use the 'Forgot Your Password?' link."

You have two self-service options:

• Wait 2 minutes and try again — the lock clears automatically once the waiting period has passed.
• Reset your password (below) — completing a password reset also unlocks your account immediately.

For security, edge does not tell you how many attempts you have left, and a normal failed attempt only ever shows "Incorrect email or password."

To reset your own password

1. Go to your staff login page (https://staff.edgelearning.co.nz, or https://staff.helixsms.co.nz for Helix schools).
2. Type your Email into the email field.
3. Click Reset Password.
4. The message "An email has been sent to the address on record." appears. (This message is shown regardless, so it does not reveal whether an account exists for that address.)
5. Open the email — the subject is Forgotten Password Request — and follow the reset link.
6. On the reset page your email is pre-filled. Type your new password into both password fields (they must match) and submit.
7. You are returned to the login page — log in with your new password. Resetting your password also unlocks your account and resets the failed-attempt counter.

The reset link is single-use: it stops working once the password has been changed. If you request a reset more than once before using it, the same link is re-sent rather than a new one being issued.

Screenshot: The password reset page with the pre-filled email and the two new-password fields

Password rules

New passwords must meet all of the following:

Passwords are case sensitive.

For administrators: unlocking users

Staff with system-access management permissions can unlock other staff members:

1. Open the Unlock Users page (also reachable from the Locked Users dashboard widget — see below).
2. The page lists currently locked staff accounts with their email, alias and name. If nobody is locked it shows "There are currently no locked users."
3. Click Unlock User next to a person, or tick several people and click Unlock selected user(s).
4. A confirmation such as "Successfully unlocked 1 user" is shown. Unlocking clears the lock and resets the failed-attempt counter.

The Locked Users dashboard widget

Administrators with the same permission can add the Locked Users widget to their dashboard. It shows a count of the locked out users (currently serving staff members only) and clicking the number opens the Unlock Users page.

Screenshot: The Locked Users dashboard widget showing a count, and the Unlock Users page

For administrators: resetting a staff member's password

Administrators can also issue a new password from the Reset Passwords page:

1. Open the Reset Passwords page.
2. Search for and select the person.
3. Click Reset Password.
4. A new randomly generated password is displayed on screen as "New password: ... (case sensitive)". Pass it to the user securely — it is not emailed automatically.

The same page shows a Reset 2FA button for users who have two-factor authentication enabled, which clears their 2FA setup so they can reconfigure it.