I can't take action on a user. What should I do?

  • If your organisation has dual administration and there’s an outstanding workflow item against the user, you cannot take any further action until that workflow item has been resolved. If there is an outstanding workflow item against the user, a message will be displayed to inform you of this if you attempt to perform another action on the user.

    Once the workflow item has been approved, rejected or cancelled, you can take action on the user.

    If you’re attempting to change a user’s security settings, make sure that their settings haven’t been changed recently. If their security settings have been changed recently, a message will be displayed to inform you of this if you attempt to change them again.

    If you’re attempting to order a replacement Security device for a user, make sure that there’s not already an outstanding order for them. If there is an outstanding order, a message will be displayed to inform you of this if you attempt to order another device for them.

    Finally, check the user’s current status. The action you’re trying to take may not be possible because their status does not allow it. For example, you cannot activate a user with a Pending status as they haven’t yet completed their account activation.

    If you’re still experiencing problems taking action on a user, please contact your Administrator.

    If you are a Primary Administrator, please call us on 08082 021 (+44 1264 839 415 from a mobile or outside the UK), Monday to Friday, 7:30am – 6:00pm. Please have your Telephony PIN ready when you call so we can verify your identity.

    If you do not remember your Telephony PIN or your PIN is not currently active, please contact another Administrator to reset your PIN. Alternatively, complete the Credentials Reset form, available from your Client or Relationship Manager.

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