WellSky | Lockouts | Authentication Failed
Summary
If you experience difficulty accessing Wellsky, multiple failed login attempts may result in a lockout, preventing you from answering security questions. Even if you remember your password, the account will remain disabled. Furthermore, accounts that remain inactive for over 30 days will automatically be disabled, requiring unlocking to regain access. If you are unable to gain access, the notification you will receive is "Authentication Failed."
Instructions
1. To have your account unlocked you can create an incident with the IT department to unlock your account during normal business hours.
The Nursing Supervisor can assist with lockouts after hours, weekends, holidays, or immediate action. You can still submit an incident with IT, but there will be a longer response time. Nursing Supervisors, CTOs, CNOs, CEOs, and HIM can only unlock accounts, not reset them. If a reset is needed, you'll need to create an incident.
2. Once your account is unlocked, you should be able to log in successfully. In case you are still unable to access your account, we recommend clicking on the "Forgot Password" link and answering your security questions to reset your password. It's important to keep in mind that your account will be locked again after three unsuccessful login attempts.
- Be advised that if your account locks, the "Forgot Password" will not work. You'll need to have your Nursing Supervisor or IT department unlock your account. If you don't know your password or security questions at all, it's best to just make a ticket with IT stating you need a WellSky password reset.
3. It's highly suggested you answer the security questions in WellSky. This can help prevent future lockouts. You can also update your security questions after logging in to WellSky by clicking on your profile in the upper right corner.
How to prevent a lockout
Since WellSky does not require you to periodically change your password, a good strong password that is easy to remember will be the easiest method to prevent a lockout. If you are the type of person that saves your password through the browser then it's very possible to lock yourself out. Reasons can range from forgetting to update your password in the browser when you changed it or using different computers with an old password saved. Using a different browser can be the cause since Chrome and Edge are available to use and store passwords independently from each other UNLESS you sign into the browser itself and allow it to sync.
CHECK THE PASSWORD THAT IS STORED WITHIN THE BROWSER
If you are unsure what browser you are using, click on the three dots in the upper right corner of the browser and go to help. It'll be similar for both browsers.
Chrome - Navigate to the three dots in the upper right corner of the browser and click. Scroll down to "Settings" and click. Click on the three lines in the upper left corner that shows "Settings" and select "Autofill. Click on passwords and it will show all the passwords that you saved with this browser. Click the eye icon to reveal your password.
Edge - Navigate to the three dots in the upper right corner of the browser and click. Scroll down to "Settings" and click. Go to Passwords and click. You'll find your saved passwords. Click on the eye icon to reveal your password.
(Keep in mind that passwords are stored independently for each browser and each computer IF you don't sign into the browser and allow it sync. If you use multiple computers, it's possible an older password is saved.)
If you want your saved passwords to follow you, you'll need to sign into the browser. Look for a profile icon in the upper right corner of the browser and log in. This will keep your favorites and your passwords synced. If you already see your email in it, then you are good to go!
