Unlocking user accounts
Updated over a week ago

If a TELUS Collaborative Health Record (CHR) user is locked out of their account due to too many failed login attempts, another user who has the Edit Other Users permission can unlock their account.

The number of sign-in attempts and the lockout period depends on your clinic's account security setting (see Configuring account-wide security settings).


  1. From the main menu, click Settings > Account information.

  2. In the Users List, scroll down to the user whose account needs unlocking and click Edit. The user's settings window appears.

  3. Select the Security tab.

  4. Under Unlocking, select the Unlock Account checkbox.

  5. Click Submit.

  6. When prompted, type your CHR password to authenticate yourself and click Submit.

    The user's CHR account is now successfully unlocked.

Updated March 20, 2022

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