Disabled Accounts

About Disabled Accounts

The Qualtrics Security team monitors account activity based on a variety of behaviors and metrics. If an account is flagged as potentially compromised, then the Security team will review your account and disable it if necessary to prevent malicious activity.

This support page covers why an account may be disabled, how to regain access to your account, and how to improve your account’s security.

Why Did Qualtrics Disable My Account?

Qualtrics Security may disable your account to prevent malicious activity and to protect the data in your account. An account may be disabled if Qualtrics Security believes any of the following has occurred:

• The account has been compromised (i.e., an unauthorized party has gained access to the account).
• The account is in violation of Qualtrics’ Terms of Service or acceptable use policies.
• The account has been used to distribute malware, send phishing emails, or perform other malicious activities.
• Your organization has submitted a request to disable the account.

What Happens When An Account Is Disabled?

When your account is disabled, the following happens:

• Your account’s password is reset.
• Any active login sessions are terminated.
• Your Qualtrics API token is refreshed.
  Attention: Since your API token will be refreshed, any API calls that use this token will no longer work. You will need to update your API calls to use your new token.

Recovering Your Account

To recover your Qualtrics account:

1. Reset your account password. Resetting your password looks slightly different depending on if your organization uses SSO or not:
   • If your organization does not use SSO (i.e., you log in with an email and password), then request a password reset and change your password.
   • If your organization does use SSO (i.e., you log in via a third party application, such as Google), then talk to your IT team or Brand Administrator about resetting your SSO password.
2. After you’ve recovered your account’s password, contact your Brand Administrator to renable your account.
   Qtip: If you don’t know your Brand Administrator’s contact information, reach out to your organization’s IT team.
3. You can now log into Qualtrics.

Improving Account Security

After you’ve recovered your account, Qualtrics recommends using the following features to improve your account’s security:

• Create a long and unique password for Qualtrics. You can change your password in user settings, or request a password reset from the login page.
• Talk to your Brand Administrator about enabling Two Factor Authentication for your organization.
• Talk to your Brand Administrator about enabling SSO for your organization.
• If you are a Brand Administrator, consider disabling user accounts once they are no longer a member of your organization.

FAQs