If someone on your team can't log in because their Certain user is inactive, an account Administrator on your side can reactivate them and send a new temporary password. You don't need to contact Certain Support.

First, open the account the user was created in

Each person has one user for your whole Certain portal, and that user sits on one account. If your organization has more than one level of accounts, find the account their user was built in before you start. For example:

• Someone who only works in a Marketing account may have their user built in Marketing.
• Someone who works in both Marketing and Sales usually has their user in the parent account above both.
• Someone who only works in Marketing could also have their user on the parent account, with access limited to Marketing.

If you're not sure, start in the account they work in. If they aren't there, check the parent account above it. To switch accounts, click the accounts icon (the org chart icon at the top left, next to the page path). An Accounts panel opens with a list of your accounts and a Search box. Click the account you want, or type its name in Search to find it.

Reactivate a user

1. Click the person icon in the top-right corner and choose Account Settings.
   
2. Under Administration, click User Information.
   
3. Set the Active filter to All (or Inactive) and click Search, so inactive users show in the list.
   
4. Find the user and open their record.
5. Click Restore at the bottom right of the page. The user is active again right away. They still need a new password, so do the next two steps.

Send a new temporary password

1. Open the user's record (same steps as above).
2. Check Generate password and email to user. This sends them a temporary password so they can log in.
3. Click Save.
   Certain emails a temporary password to the address in the user's Email field.

Ask the user to log in right away and set their own password. Passwords must be at least 12 characters with an upper case letter, a lower case letter, a number and a special character.

FAQ

The user didn't get the temporary password email.

Check the Email field on their user record for typos, then ask them to check spam and junk folders. Fix the address if needed and send the password again. Still nothing? See I didn't get my password email, or I'm locked out of Certain. What should I do?

I can't find the user in User Information.

You may be in the wrong account. Check that the Active filter is set to All, then switch to the parent account and look again. A user can sit on a higher account even if they only work in one account below it.

How do I remove someone who left my organization?

Open their user record and make them inactive. See Creating User Accounts for the user fields.

Can I change what a user can do?

Yes. Change their User Type on the user record. For example, an Event Builder can work in all events but can't see the Administration area.

Next step: Have the user log in with the temporary password and set their own.