| Description | This article explains why a FortiCloud user account appears disabled during a password change attempt. |
| Scope | FortiCloud. |
| Solution |
When a registered FortiCloud account is unable to access or reset the password via the 'Forgot Password' option, and the user encounters the error alert 'This user is disabled," The password cannot be changed' (see attachment below).
This issue occurs when the registered FortiCloud account has not been accessed for consecutive 365 days, causing the account to become 'inactive'. As a result, access is restricted, and password resets are not permitted.
This issue can be resolved by the Fortinet Customer Service (CS) team. To address this, open a support ticket through the Fortinet Support Portal under the 'Customer Service' section, and the Fortinet team will handle the request accordingly. |
