---
title: "Site Factory User Account Is Unavailable or Blocked"
date: "2022-01-31T18:25:25+00:00"
summary: "Fix blocked or missing Site Factory accounts. Learn why users get locked out after inactivity and how to restore access via staging or Acquia Support."
image:
type: "article"
url: "/site-factory/help/94331-site-factory-user-account-unavailable-or-blocked"
id: "99863c68-e8f7-48fa-9429-4d2f8651e449"
---

Issue
-----

As a Site Factory user, you are unable to log in because your user account does not exist or is blocked.

Resolution
----------

### My account does not exist.

Important Note

Manually creating users on your non-production environment can lead to user ID mismatches that cause website staging process to fail. For more information, see [Repairing user ID mismatches when staging a Factory](/node/57359).

Users are added manually to your Production Factory when your site is provisioned or from Factory administrators.

The way that users get added to the non-production Factory is through a [staging process](/node/57349) in which you re-stage from your production factory to your non-production factory.

See also [Scrubbing sensitive data from staged sites](/node/57348).

### My account is blocked.

Users are blocked on any Factory dashboard after 30 days of inactivity.  Please contact [Acquia Support](/node/55873) who can re-enable your user account on your production Factory.  You can then re-stage from production to your non-production factory using the documentation provided previously.