When a user attempts a wrong password five times, their account gets locked. In order for the user to access their account it must be unlocked by a user with a System Admin role. Until the user account is unlocked they cannot login.
To unlock the user:
Sign in to the AppZen web app with your credentials.
On the left hand menu scroll down to System Admin and click on it.
Select Users tab on the expanded menu
All the Users are displayed on this screen
Search for the locked User account by typing their Login email address in the search box.
Click on the edit button and unlock the User Account
If the User Account is locked, an Unlock button is displayed under the User Name.
Click on Unlock to unlock the User account.