If a user repeatedly enters an incorrect password, their associated account will eventually be locked. They will be presented with a message saying their account is locked and they will be sent an email as well. The email message will contain a link to unlock their account.
Note: If the user did not receive the email message, it is possible that they no longer have access to their email account. In this situation, you might need to edit both the user's email address and password, in addition to unlocking the account, as shown below.
Navigate to the Users module (Admin > Sales > Users).
Find the user. Notice the lock icon next to their name. Click the desired account name to view the account details.
On the account details page, click the Unlock user link.
Upon clicking the link, you should be presented with confirmation.
