Unlocking A Users Account (Internal)

Mandatory Checks (Before Taking Any Action)

These steps must be completed for every request, regardless of scenario.

1. Verify the requester’s email

   • Confirm the email is legitimate and not spam or spoofed.

   • Check the sender domain matches the client’s registered domain.

2. Locate the user in the portal

   • Search for the user in the portal.

   • Ensure the email address matches exactly (character for character).

   • If the email does not match, stop and investigate before proceeding.

3. Always notify Team Lead or Shelley of any requests

Once the above checks are complete, follow the relevant scenario below.

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Scenario 1: Admin / Finance Requests Unlock – Possible Accounts Issue

Situation
Admin or Finance contacts Support requesting their access be unlocked.

Process

1. Check with the Accounts team to confirm whether:

   • There is an outstanding invoice, or

   • The account is currently restricted for billing reasons.

2. Accounts usually pre-advise Support, but always double-check with Kat or Shelley if unsure if there are outstanding invoices.

3. If it is an accounts issue:

   • Do not unlock the user.

   • Advise the client to contact Accounts directly.

   • Provide the correct Accounts contact details if required.

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Scenario 2: Admin / Finance Requests Unlock – No Outstanding Invoice

Situation
Admin or Finance is locked, but there is no accounts restriction.

Process

1. Confirm there is no outstanding invoice or billing restriction with Kat or Shelley.

2. Identify whether the user was locked by someone on the client side.

3. Advise the requester:

   • Which team members within their organisation have authority to unlock users.

   • That one of those authorised colleagues with full admin access will need to unlock them.

4. Do not unlock the user on their behalf.

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Scenario 3: CEO Advises an Employee Has Left (CEO Has a Profile but Has Never Logged In)

Situation
CEO contacts Support asking for a user to be locked, but claims they do not have access.

Important Note
In almost all cases, the CEO does have a profile but has never logged in.

Process

1. Locate the CEO’s profile in the portal.

2. Retrigger the login email to the email address associated with their profile.

3. Advise the CEO:

   • To use the login email to access the portal.

   • Once logged in, they will be able to lock the required user themselves.

4. Do not perform the unlock on their behalf unless another scenario applies.

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Scenario 4: No Active Profiles Exist at the Business

Situation
There are no active users at the business who can manage access.

Process

1. Request an email from the contract owner (Director) that:

   • Explains the situation.

   • Explicitly gives permission to create or unlock their profile only.

2. Once the email is received:

   • Shelley or Kat will locate the customer’s phone number in Salesforce.

   • Shelley or Kat will call the customer to confirm:

     • The email was sent by them.

     • They authorise the requested access change.

3. After verbal confirmation:

   • Action the request for the contract owner’s profile only.

   • No other profiles should be created or unlocked at this stage.

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Key Reminders

• Never bypass verification steps.

• Never unlock or lock users without the correct authority.

• Email address matching is critical.

• When in doubt, escalate to Shelley or Kat before proceeding.