When a user locks their token from multiple failed logins, the user's Token Information tab in the AuthAnvil Manager does not show the token status as "Locked", so it cannot be unlocked.
The "Locked" token status is only loaded when clicking on the "Users" button in the AuthAnvil Manager. If the Token Information tab for this user was found through the Tokens page, the Manager has not looked up the "Locked" token status.
Click on the "Users" button in the AuthAnvil Manager and it will load (and refresh) the Token Status data.
If you have any questions or need some help, we would be happy to assist. Open a case at kaseya.zendesk.com .