Editing User Account and User Password?

[JOHN WADE]

Once established, there does not appear to be a way to edit user information such as customer name in the elk connect dealer screens.  Additionally, when a user fails multiple times to login by using the wrong password, they get a “locked account” message, but no instructions as to when or how to regain access.

[Michael Burrell]

The customer’s name and email associated with their account or login information are managed by the customer for their specific account. This is not something the dealer can control. The reason is that a customer may exist across multiple dealer accounts. For example, Dealer A may manage a subscription for the customer’s primary home, while Dealer B manages a subscription for their office. The customer needs to be able to access both systems seamlessly.

We allow this through the user account as a link, meaning the data is maintained by the customer. The dealer’s role is limited to inviting the customer to their system. If you cancel the subscription under your dealer account, the customer retains the ability to log in to the site and app, but they will no longer see the system associated with your account in their list of systems. Essentially, their list in the app becomes empty, or if they log in via the web, they will see a page stating that no systems are associated with their account.

Dealers do have the ability to edit system information and the location of the installed system. However, customer information, such as their email, name, and contact phone number, is managed directly by the customer within their account and cannot be edited by the dealer.

Regarding the invalid password lockout: the lockout lasts for ten minutes after five failed attempts. To enhance security, we deliberately avoid providing too much detail about the lockout process to prevent potential workarounds. After the ten-minute lockout expires, users have another five attempts before a subsequent ten-minute lockout is triggered. Lock out can be triggered via the app login page or web login page.

There is a plan to enhance the lockout process to provide a better user experience while improving security. The proposed method will allow users to see the duration of their lockout. However,  each time there is five unsuccessful attempts resulting in a lock out, the lockout duration will progressively increase until a valid login is achieved. This approach also allows for a significant reduction in the initial lockout duration.

[JOHN WADE]

Michael, thanks for that explanation.  On a related note, is there a way a  dealer can edit location and time settings for the end customer?  Some of these questions relate to the customer’s expectation of dealer support for what is a premium security/automation system.

[Author]

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