# Unable to access ISC or Reset Password **URL:** \ **Category:** SHF Discussion and Questions\ **Tags:** identity-security-cloud\ **Created:** [September 10, 2025, 5:12pm UTC](https://developer.sailpoint.com/discuss/t/unable-to-access-isc-or-reset-password/178401 "2025-09-10T17:12:03Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![tamalika01](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/tamalika01/32/14597_2.png) [@tamalika01](https://developer.sailpoint.com/discuss/u/tamalika01)\ **Post date:** [September 10, 2025, 5:12pm UTC](https://developer.sailpoint.com/discuss/t/unable-to-access-isc-or-reset-password/178401/1 "2025-09-10T17:12:03Z")
Hi Experts, We are unable to login to ISC anymore and when we try to reset the password, we are getting the following error: ![image](https://global.discourse-cdn.com/sailpoint/original/3X/9/a/9a0f3f8a6913c9294c6644ef2eb83cb809600bc4.png) Does anyone know why? I already tried to reset the Identity via the API and also send password reset email via the API, but it does not work. Any hints would be greatly appreciated! Thanks Tamalika ---
**Author:** ![chaithu979](https://avatars.discourse-cdn.com/v4/letter/c/f0a364/32.png) [@chaithu979](https://developer.sailpoint.com/discuss/u/chaithu979)\ **Post date:** [September 10, 2025, 5:25pm UTC](https://developer.sailpoint.com/discuss/t/unable-to-access-isc-or-reset-password/178401/2 "2025-09-10T17:25:30Z")
Ask your another admin to reset password and try or reset account ---
**Author:** ![tamalika01](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/tamalika01/32/14597_2.png) [@tamalika01](https://developer.sailpoint.com/discuss/u/tamalika01)\ **Post date:** [September 11, 2025, 9:16am UTC](https://developer.sailpoint.com/discuss/t/unable-to-access-isc-or-reset-password/178401/3 "2025-09-11T09:16:47Z")
Yes, I forgot to mention above - no one can access the tenant, not just me, the other admins too. ---
**Author:** ![TheOneAMSheriff](https://avatars.discourse-cdn.com/v4/letter/t/ee59a6/32.png) [@TheOneAMSheriff](https://developer.sailpoint.com/discuss/u/TheOneAMSheriff)\ **Post date:** [September 11, 2025, 9:32am UTC](https://developer.sailpoint.com/discuss/t/unable-to-access-isc-or-reset-password/178401/4 "2025-09-11T09:32:55Z")
Hi @tamalika01, This situation is quite concerning! From the error I would guess the admin identities got removed from recent account aggregation in the authoritative source. Are you facing the issue in production tenant? The fact that **all administrators are simultaneously locked out** suggests this isn’t a standard account lockout scenario. Given the severity and security implications, I strongly recommend you **contact SailPoint Support immediately** rather than trying to troubleshoot this through community channels. This type of complete tenant lockout affecting all admins requires urgent professional attention. **Open an P1 / high priority support ticket** with SailPoint - emphasize that all administrators are locked out. **Document everything** : when the lockout started, exact error messages, any recent terminations of high privileged user, any unusual activity before the incident. **Notify your internal security team** - this could potentially be a security concern. ---
**Author:** ![tamalika01](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/tamalika01/32/14597_2.png) [@tamalika01](https://developer.sailpoint.com/discuss/u/tamalika01)\ **Post date:** [September 11, 2025, 9:47am UTC](https://developer.sailpoint.com/discuss/t/unable-to-access-isc-or-reset-password/178401/5 "2025-09-11T09:47:22Z")
Thanks, i’ll create a support ticket immediately. No thankfully it is not our customer tenant but our internal Partner Tenant. Since the API is still accessible, i am now trying to create a new CSV source & Identity Profile and load new admin identities again. ---
**Author:** ![system](https://global.discourse-cdn.com/sailpoint/original/2X/f/f2136700ed5e3703e0b85e02f6be799dacca7735.png) [@system](https://developer.sailpoint.com/discuss/u/system)\ **Post date:** [November 10, 2025, 9:47am UTC](https://developer.sailpoint.com/discuss/t/unable-to-access-isc-or-reset-password/178401/6 "2025-11-10T09:47:30Z")
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