Help, my employee says they cannot access their account!
In the event that you have an employee indicating that they are unable to access their account you should first verify that they are using the correct username. If this is the case, the next step would be to check to see if their account is locked. A user's account will be locked after 7 attempted logins using an incorrect password. The message "Too many password attempts. Please contact your admin." will display for the employee once they have locked their account.
NOTE: Once the account has been locked, the employee can still request a password reset which will allow the user to reset the password and gain immediate access. Otherwise, the account will remain locked until either the password is reset or until HR/Admin unlocks the account.
To check or unlock the login status of an account:
Access the company home through the system-->Click the Login Status link in the tools section of your HR Home page for Password Unlock Tool -->Click the unlock icon next to any account that is listed in the Locked Logins section.
But the account isn’t locked…..or…..I just need to reset a password
If the account in question is not in a locked status, then there may be additional issues and the recommendation would be to send the employee a password reset link. Here are two ways to reset a password (when an email is on record for the ee):
- EE can select the 'Forgot Your Password?' link from the login page. Under 'Need To Request A Reset', they will be prompted to enter the company ID and either their username or first & last name and last 4 digits of their SSN. This will start the password reset process. An email is sent to the ee with instructions on completing the password reset.
- HR can send a password reset email to the ee under their Profile tab> Login Access> Reset Password button. EE will receive an email with instructions to reset their password.
**NOTE**before sending a password reset always make sure you have the correct primary email address for the employee in the system. The password reset link that the employee will receive is only good for 4 hours from the time the email is generated, so make sure the employee knows to access that link within the proper time frame.
How does an ee reset their password if they don't have an email on record?
HR must start the password reset process by going to their Profile tab> Login Access> Reset Password button. EE can then select the 'Forgot Your Password?' link from the login page and complete the reset process under 'Already Requested A Password?' by clicking on the 'Click Here' button. EE will then be prompted to enter the company ID, their first name, last name, last 4 digits of SSN and DOB to verify password reset.