I want to reset a user's activation code

  • You can only reset a user’s activation code if you have an Administrative role and the user has not yet been able to login successfully. You must speak to the user and confirm their identity before you reset their activation code.

    If the affected user is an Administrator, they will need to contact a Primary Administrator to reset their activation code. If the affected user is a Primary Administrator they need to contact their Client or Relationship Manager.

    1. Find the user on your Administration landing page, if you are unable to locate the user, you can Search for a user. Ensure you have the right user by double clicking on the user’s row to review their details, if required.
    2. Click Actions in the user’s row and select On the Manage security settings. On Manage security settings screen go to the Manage the security settings for this user section to see the security settings you can currently change for this user. If your organisation has dual administration and there’s already a workflow item pending for the user, a message will be displayed to tell you that you cannot change the user’s security settings until the workflow item has been completed. 
    3. In order to protect the user’s security and that of your organisation, you need to confirm with the user that they have asked for these changes, and tick the box to confirm that you have had this conversation.
    4. Ensure Reset activation code is ticked.
    5. Complete any other security settings changes for the user, if required. 
    6. Once you’re ready, click Submit changes.
    7. Follow the on-screen instructions to authenticate the security setting change.
    8. If your organisation has single administration a message will be displayed confirming user’s activation code has been reset. Click OK to close the message and return to your Administration page.

      If your organisation has dual administration, a workflow item will be created and another Administrator will need to review and approve the request before the activation code is reset. Click OK to close the message and return to your Administration page.

      Once the request is approved the user will be notified that their user’s activation code has been reset.

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