Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Livesearch
spaceKeyHG
additionalpage excerpt
placeholderSearch for a solution
typepage
 

Any existing Training Administrator can unlock a Users account from their platform.
Before contacting the Support team, following the steps below you can help the User gain access to the platform. The Customer Support Team can unlock your account and send password reset emails to any Training Administrator, the Customer Support Team can't unlock or help any non Training Admin's with account access, this is down to the Training Admin themselves. 

How to unlock an Individual/Manager User as a Training Administrator

  1. Go to the Users DataGrid.



  2. Right-click on the User that needs to be unlocked and Edit.



  3. Change the Status field to Active.



  4. Click Save.



  5. Click Actions and then Send a Reset Password Link.



  6. The User can then use the link the email they are sent to reset their password and login.



  7. If the User doesn't receive this email (make sure they have checked their Junk/Spam folder), you should check your Password Reset workflow isn't erroring.

  8. Go to Administration, then Workflow Templates. Also, make sure the email address in the related users account is correct as this is where the email is going to be sent.

  9. Search for your workflow template/s using the PasswordResetModel.

    Image Added

  10. Make sure that this is Active. If it isn't currently Active, you will need to change this and also send a new Reset Password Link to the User.

    Image Added

  11. If this is Active, go to Instances.

    Image Added

  12. Find the Date and Time you sent the reset password link email, right-click and select Actions.



  13. If this has the status of Completed, the email has sent. If this has the status of Failed, please contact the Helpdesk team.

How to unlock a Training Administrator User as another Training Administrator

  1. Go to the Users DataGrid.

  2. Right-click on the User that needs to be unlocked and Edit.

  3. Change the Status field to Active.

  4. Click Save.

  5. Click Actions and then Send a Reset Password Link.



  6. The User can then use the link the email they are sent to reset their password and login.

  7. Alternatively, you can scroll down to Password Details section.



  8. Type in the same password into both Password and Confirm Password fields.

  9. Click Save.

  10. Ask the User to login using this new password that you have manually added.

  11. The User should change their own password again themselves once they have gained access to the system, to make this more secure.

How to unlock yourself as a Training Administrator User

  1. On your login screen, click on the Forgotten your Email/User ID or password? link.




  2. Enter either your Email Address or User ID that you use to access the system.



  3. Click Reset - this will send a reset password link email to the email address attached to your User account, if it exists on the system.

  4. If you do not receive this email after a reasonable waiting time, and you are unable to gain support from a fellow Training Administrator, please contact the Support team.

  5. If you do receive this email, click on the link provided to reset your password (this link has an expiry time, which will show in the email).
  6. Login using your new password - you will only get 1 attempt at this after being locked out, so be careful to ensure this is definitely correct.