| Support Category: User Account | Inactive Account |
| Specialist Notes: |
IMPORTANT! Since LBS Employee inactive account issues are handled by the administrators directly, the following information does not apply to them. Please continue to refer to the LBS Employee | Inactive Account SR. Should a Distributor or the correct contact reach out to us on behalf of a Distributor, asking why or how long it takes for an account to become inactive, please inform them that accounts are set to go inactive if they have not logged in for eight months or more. As long as they log in at least once during an eight-month period, the account should stay active. Please be aware that this is for both employees and distributors. The TLL Administrators will also manually inactivate accounts when they are notified that a LBS Employee or Distributor no longer works for them or their distributors.
Should someone's account become inactive even after logging in within the required period, they should notify the TLL Administrators so they can investigate further. |
WHAT SHOULD YOU KNOW? We are no longer permitted to reactivate inactive Distributor accounts. |
HOW SHOULD WE ASSIST? Previously, we would reactivate an inactive Distributor's account and create a ticket to update the administrators that we have done so. Instead, they would like for us to do the following. 1. Confirm that the account reactivation request is coming from a Leica Representative from the SU (Selling Unit), a TLL administrator, or a Leica contact. • One of the above needs to either contact the TLL administrators directly or reach out to us via chat or a ticket. Please keep in mind that the request should not be coming from the Distributor. 1a. Should a Distributor contact us asking for their account to be reactivated, please provide them with the following, but be sure to tweak as needed: "My apologies for the issues you're having accessing the TLL. I have located your account and can confirm that is inactive. Per the instructions provided to us by the Leica Biosystems TLL Administrators, and because you are a Distributor, they have requested that a Leica Representative from the SU (Selling Unit), a TLL administrator, or a Leica contact reach out to us on your behalf to have your account reactivated. I apologize for the inconvenience." 2. Search for the user using their full name and the ALL option for the account status. • Even if the reasons listed as to why an account may go inactive do not apply to the user, please ensure that a reason is included in the ticket. 3. Ask the user to provide the requested information for the escalation by providing the SR below. 4. Check that users have active and/or completed training on their transcript. This does not include archived courses. • The Leica Administrators take security very seriously. For this reason, users who have active and/or completed training more than likely had their accounts go inactive for the reasons) they provided above and are still with their company or with Leica itself, versus just archived training which could mean they left the company and are trying to regain access to their account for different reasons. 5. Once you have the required information and have confirmed that it is either a Leica Representative from the SU (Selling Unit), a TLL administrator, or a Leica contact requesting assistance to have the account reactivated, create a ticket. |
NOTES FOR TICKET PROCESSORS! Escalate the issue to the administrators for further assistance. |
| Standard Response: |
I apologize for the difficulties the Distributor(s) is(are) experiencing logging into their account. After looking further into this, I see that [INSERT DISTRIBUTOR'S NAME] account is currently inactive. So that the TLL Administrators can fully and properly assist you with reactivating their account, can you please provide us with the following information?
1a. The Distributor's Supervisor:
1b. Supervisor's Email Address:
2. Their Region/City and Country:
3. The Distributor's Start date:
4. Any changed information (role, business organization, name, email address):
5. Why their account is inactive:
• Did they switch companies?
• Did they go on leave/PTO within the company?
• Did they leave and return to the company?
• Has it been some time since they've accessed their TLL account?
