If a portal user is seeing the red ACCOUNT LOCKED dialogue when trying to login then you will need to unlock them in Roundsman not the portal.
Find out the users log in name (usually an email address)
1) Navigate to Web Management in the left hand Blue menu >> User Management
2) In the Web Users box type in the username you want to unlock.
3) Click the Funnel button
4) This should bring up your user with some details at the bottom of the page including a locked tick box
5) Untick the locked box
6) Either clicking the force refresh button or navigating away from this screen will commit your change.
7) Give the system a few minutes to sync then ask the user to try again
8) If the user has also forgotten their password you can also send a password reset from this page or set a new password for them.