Important: Do not reset or delete the user account in isolved. When the user establishes their new People Cloud account it ties all login information to the email address so deleting a user and using the same email address just makes the issue happen again.

Check for disabled accounts using the same email address. If any exist, remove the effective date.

Once an environment has been migrated, it is not possible to change the email address on the user account. A new account needs to be created with the new email address.

Again, adding a new user account with the same email address is not going to resolve the issue as the account is already created.

Inactive accounts are still tied to the email address.

It is important to continue to keep the username protocol (for example, using jsmith as the username) when setting up new client users, partner users, and even service bureau users. We should never set up any of these user types with an email address as their username. This will create issues with their logins 100% of the time and is not good practice in the first place.

It is important to remember that you should not delete a user and set up a new one with the same email address. This is an outdated resolution.

The security question that needs to be answered is the security question for the first account that the client has set up. For example, if they logged in to Employee Self-Service (ESS) and set up their account first that way, that is the password and the security question that is used for the account going forward.

If a user calls in and says that they don’t remember their security question answer and it won’t let them go further, please review that all steps in the Troubleshooting area in this document have been checked first. If all these steps have been completed, send the case to Tier 2 – Payroll and they will work with the development team to get the account reset.

Don’t send a reactivation link – this asks them to re-enter their email address and password.

If a client user has an ESS email address (on the General screen) and the box is checked but there is no “Last Login Date” (it is completely blank), you need to uncheck the box for ESS (and click Save) and have them try again with their email address to get in.

The previous method of resetting employee accounts where client users can uncheck the box on the General screen, save, then check it again and save will still link them to an established account. The employee must use the Forgot Password option to reset their own account. If that doesn’t work, refer to the Account Troubleshooting section for steps to take.