Audio Description of Video

[Title: 2 Minute Training – Resolving Unapproved Member Accounts]

[Chipper background music plays]

Welcome to HPS’ Training on Resolving Unapproved Member Accounts.

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As members self-register to your portal, you will periodically come across unapproved member accounts. If a member has registered to your portal and after that, something changes in their eligibility data, that member login account becomes unapproved.

For example, let’s say a member registers to your portal, then moves, and his zip code changes. The next time he tries logging in (under his original account), he won’t be able to. Because his login account was based on his original eligibility data, the portal has locked his account and is preventing an unauthorized party from accessing his information.

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To resolve this issue, you’ll have to delete his account and have him re-register. That way, the portal can re-authenticate him based on his new information. Here’s how to do this.

[Demo Site on screen]

Go to your Control Panel under the Existing Members section. Open the Advanced Search, type in the Member’s Name, and check “Include Not Approved logins.”

You’ll also want to uncheck “One Row Per Login.” When a member’s login account becomes unapproved, it will be listed multiple times on this page. You’ll want to see all duplicates of this member account so you can delete them all.

Then hit Search. You’ll see a login account highlighted in red and its duplicate below. This is the member that’s unapproved. Now you’ll need to Permanently Delete this member’s duplicate accounts. Simply select the accounts, select Permanent Delete, and then click “Apply Changes.”

After this is done, the member can register again or you can register the member through the Control Panel.

[Closing Slide]

Thanks for sitting in on this training, and contact HPS Support for any other questions.

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