| Support Category: Account Related>> Inactive Account |
| Specialist Notes: |
We are no longer allowed to reactivate inactive Distributor accounts. However, to prevent the account from deactivating again, the 'Allow Reconciliation' box must be unchecked. Because we do not have this permission, please create a ticket so that the administrators may ensure that this box is unchecked.
A distributor will have their email address as their 'username' while an LBS employee will have a 9-digit number as their username.
IMPORTANT! Before providing the SR below or escalating a ticket to have an account reactivated, please confirm the following: • That the request is coming from a training coordinator, TLL administrator, or Leica contact and not a or the Distributor with the inactive account. • Ensure that training has been assigned to the Distributor's transcript. |
| Standard Response: |
Thank you for contacting Leica Biosystems TLL End-User Support!
We are sorry to hear that [INSERT DISTRIBUTOR'S NAME] is having issues signing in with their account. Please know that we have located it within the TLL but it is currently inactive. As we will need to forward this to the administrators to get their account reactivated, would you be able to confirm the following information, please?
1a. The Distributor's Supervisor's Name:
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 then return to the company?
• Has it been some time since they've accessed their TLL account?
Thank you in advance! We look forward to your response!
Kind Regards,
