Daily Tip #6: What To Do When An Employee Cannot Login

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Daily Tip #6:

Are you receiving phone calls or emails from your employees saying they cannot log into THEbenefitsHUB? Well, it happens to the best of us. Here are a few common scenarios of why the employees cannot login and how to correct it.

  • Disabled Login Status: When an employee tries the incorrect username or password one too many times, their login will be disabled for security purposes. In order to correct this, go to the employee’s record, click on the Status link under the Personal Information icon. If you see the field Employee Login Disabled marked as yes, you may just simply change this field to No, and then most likely, you will need to reset their password.
  • Locked Account: If an employee contacts you and says that they are receiving a message on the login page stating that they are already logged into THEbenefitsHUB, this means that they have a locked account. This is due to not properly logging out of THEbenefitsHUB and instead exiting out of their browser while logged in. In order to “kick them out,” you will click on the Administration Dashboard and click on the link Login Statistics. Scroll down all the way to the bottom to the third section called User Locks. If you find the corresponding employee, click on the red X in their row. You will receive a pop up, but you may click “Ok” and the employee should be able to login immediately. If you don’t see the employee under the User Locks, the system may have automatically refreshed itself and the employee will be able to login without any other assistance.

To learn more about login support, you may visit the Training Guide located under your Administration Dashboard or contact your Account Representative

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