If an employee cannot log in to their portal, or is unable to receive their reset password request, and a new invitation does not work for them, the account was likely disabled. The steps below will allow them to once again sign in to their account.
- Navigate to the Account Settings > User Accounts tab.
- Check to see if there is a red "Unlock Account" under the employees name. If there, click to unlock
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Click the pencil ( ✎ ) next to the user.
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Enabled – this toggle should be set to 'Yes' to allow the user to access their employee account online. If set to No, change and save to re-enable the access.Note: if the Employees account is disabled they will not be able to receive a new invite or reset their password. The account must be enabled.
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User ID – usernames are generated by the system and cannot be changed.
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Password – a temporary password is automatically created when the employee is first invited to access their employee account. You can reset their password through this tab if the employee is having trouble accessing their account.
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User Description – defaults to the person's name.
Employees can also click the "Forgot password" link on the login page to request a password reset via email. Note: employees have to enter the correct username associated with their account and have a valid email address on file to use this option.