Coldfusion API Manager - account locked

Hello, I have a subscriber account that is unable to log in. The error claims their account was locked, but I don't have any indication why it was locked or how to unlock it. When I log in as admin, I'm unable to perform any actions on the account. I get an error claiming the account details cannot be retrieved. How can I resolve this, or is there any documentation on this matter? See below for images displaying the said errors. Thanks.