Not to be confused with a meter lock, sometimes your customer may get locked out of their established Online Profile. Remember that the online "account" is actually an Online Profile that corresponds to the customer's utility account.
If a customer calls stating "I can't get into my account online" the first step is to make sure they have created their Online Profile in the first place. You can do this using the Customers report and searching the account number. If nothing is found then instruct the customer to register by clicking the "Register Now" button. If their Online Profile is found you will know if they are locked out by the presence of a lock symbol in the right column.
You can unlock the Online Profile for the customer by click on the account number to view the Customer Details, you will see an "unlock" link there. However the easiest solution it to tell the customer to reset their password using the "Forgot your password" link located on your main login screen. Once they provide all their validation information the system will unlock their account and allow them to change their password.