The account lockout functionality adds an additional layer of security to both PensionPro and PlanSponsorLink. This feature prevents unauthorized users from making unlimited sign-in attempts by locking the user's account after repeated failures.
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Account Lockout Overview
Both PensionPro and PlanSponsorLink allow a user five sign-in attempts. After five failed attempts in a row, a temporarily lock will be placed on the account, preventing further sign-in attempts for a period of 2 hours.
When this lock occurs, the application will send the affected user an email notification informing them of the lockout. This email includes the impacted username and the IP address where the sign-in attempts originated.
Further attempts can be made once the lockout has ended. Alternatively, password reset can be performed during the lockout period; refer to one of the following articles:
- Troubleshooting PensionPro Login Issues for Employees locked out of PensionPro
- The section PSL Password & Username Issues of the article PSL Login Troubleshooting for Contacts on PlanSponsorLink seeking a self-service reset option
- The section Resetting a PSL User's Password of the article Managing PlanSponsorLink Users for Contacts who need their password reset by the TPA
PlanSponsorLink Login Lockout Preferences
When a Plan Sponsor's account is temporarily locked, they will receive a notification email informing them of the lock. The contents of this email can be customized by the firm:
- Navigate to Maintenance > Preferences > PlanSponsorLink Subdomains. The corresponding grid opens in a new tab.
- Double-click the desired subdomain in the list to open it at the Preferences view.
- Set the Login Locked Email Body and Login Locked Email Subject preferences as desired.