If you receive a phone call regarding the unlocking of a user account for a CG (Complete Gateway) user, and the caller is not listed as an authorized user on the account, you may proceed with unlocking the user if they are able to successfully verify the associated email and username credentials.

How to unlock user:

• Login to USAePay (Complete Gateway).
  • 
• Click on Merchants (left-hand side menu)
  • 
• Search for the MID (Merchant Identification Number)
  • If it is is a TSYS MID you will need to remove the first 4 digits of the number. FDR is fine to leave the entire MID. 
  • 
• Console 1: (move to the next steps if it is NOT console 1)
  • Right Click on the MID and hit EXPLORE
  • Click on SETTINGS > USERS
    • 
  • Click on the lock item to unlock
• Console 2: 
  • Right Click o MID and hit EDIT
  • Click on USERS
    • 
  • Click on the Lock Key
    • 
  • CONSOLE 2 is done this way because you are unable to unlock the user in EXPLORE page of the gateway