Resolving User Account Lockout Issues

Overview:
User account lockouts prevent dealership staff or managers from accessing essential Subaru systems, such as warranty claim portals and parts ordering.

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What Causes Account Lockouts?

• Too many failed login attempts (usually five or more).
• Password expiration policy not followed.
• System detects suspicious activity or location.

What You Can Do:

1. Self-Service Reset:
   Most Subaru portals have a "Forgot Password" feature—use this if your account is linked to a current email.
2. If You Still Can’t Access:
   • Submit a ticket through the Help Center or call the IT support line.
   • Include:
     • Username or email
     • Dealership code/location
     • Time of lockout (to assist IT in log review)
     • Any error message received
3. Expected Timeline:
   • IT Support typically resolves lockouts within 2 business hours.
   • You’ll receive an email or phone notification when access is restored.

FAQ:

• Will my open tickets/claims be lost?
  No. Data is stored on the server, not your local machine. All tickets remain intact when your access is restored.
• What if I need urgent access and IT is slow?
  Contact your dealership’s designated IT liaison, who may have authority to escalate directly with Subaru IT.