This article helps Admins identify and resolve user profile access issues following the district's upgrade to the Insights Platform. The user account will display one of three possible statuses ("Has Account," "Pending," and "No Account"), and troubleshooting steps differs depending on the status. To get started, open the "Manage User Access" page and check for the following:
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"Has Account" Status
The user can sign in to any application to which they have been granted access. The “Has Account” status indicates the user has already created their Frontline ID account and should be signing into that account with the credentials they have already set up.
To assist them:
- Hover over the “Has Account” text to view the username and email associated with the account.
- Instruct the user to sign in using their username.
- If they forgot their password, have them use the "Forgot Password" link on the "Sign In" page to reset it. An email is sent to the address that the user set up on their Frontline ID account - which is the email you see when you hover your mouse over “Has Account” - with instructions to reset the password.
- If the user needs their email changed, contact the Frontline support team.
"Pending" Status
The "Pending" status indicates that the user has received an invitation to create their Frontline ID account and has not yet finished the setup of this account. The user must create the account by using the link in the email invitation.
To allow this person to access the system, you’ll want to refer them to reopen the invitation email and continue with the account setup process. This will allow them to access their system through that new Frontline ID login.
If they cannot find the invitation:
- Ensure you have their email correct and resend a new invitation by selecting "Send new account invitation" from the "Actions" drop-down menu.
- Click Send Invitation in the pop-up to send the new email invitation.
- If they still cannot find the invitation have them check the spam or junk mail folder in their email.
"No Account" Status
The "No Account" status indicates that the user does not have a Frontline ID account set up and is unable to log on to any application.
To prompt them to create their Frontline ID Account:
- Select "Send account invitation" from the "Actions" drop down list corresponding to this user.
- Click the Send Invitation button in the "Send Frontline ID Account Invitation" window.
Popular Questions
Click on a question below to find an answer.
What should I do if a user is still having trouble logging in?
If the user is facing issues even after following these steps, consider reaching out to Frontline support for further assistance.
How can I change a user's email address?
To change a user's email address, contact the Frontline support team, and they will assist you with the update.
What if the user did not receive the invitation email?
Resend the invitation email by selecting "Send new account invitation" from the user’s actions menu.
Can users reset their passwords themselves?
Yes, users can reset their passwords by clicking the "Forgot Password" link on the Sign In page.
How long does the invitation link remain valid?
The invitation link typically remains valid for a 30 days. If it has expired, resend the invitation.