Hi! I understand the user can log into Veeva CRM successfully from a browser on their Windows device, but the iPad is showing a password lock issue. Let’s get this sorted out together.

To clarify, the password lock means the iPad app is denying access due to a locked account status or failed attempts on the device itself, correct? Do you know if the user has tried entering their password multiple times on the iPad?

Meanwhile, here’s a step-by-step approach we can try:

1. Check Account Lock Status
Even though the browser login works, the iPad app can lock out due to multiple failed password attempts locally or in sync with the server. Five consecutive failed attempts can lock the user out temporarily. A successful login usually resets this counter. If the account is locked, it needs to be unlocked by an admin or via a password reset link.
- You can refer to unlocking instructions here: How to Unlock an Account in Vault

2. Password Reset on iPad
Have the user try the “Forgot Your Password?” option on the iPad login screen. This lets them reset the password and unlock the account directly from the app. Sometimes the mobile app’s password cache differs from the browser.
- Details on this are available here: Signing into the iOS Application

3. Check Third-Party Authentication Settings
Sometimes authentication failures come from enabled settings that don’t match the user or device configuration. On the iPad, go to Settings > Veeva CRM app > Third Party Authentication and confirm the settings align with the user profile. Incorrect settings can cause authentication rejects even if the password is correct.
- This is explained here: Authentication failed issue

4. Clear Cached Credentials on iPad
Ask the user to log out fully from the Veeva CRM app, then clear the app cache if possible (by offloading the app or uninstalling and reinstalling), and re-login with the correct credentials. Sometimes stale cached data can cause lock issues.

5. Confirm Network and App Updates
Ensure the iPad has internet access and that the Veeva CRM app is updated to the latest version. Network connectivity or outdated app versions can cause login problems.

Could you please confirm if you’ve already tried any of these? Also, if there are any error messages shown on the iPad login screen besides "password locked," that would be helpful to know.

Looking forward to your response so we can pinpoint the issue and get the user back on track! Are you satisfied with this initial troubleshooting plan?