What can a Super User do when a newly added account member cannot access/see the CSP account
5326
Created On 02/20/24 13:08 PM - Last Modified 04/23/24 09:05 AM
Question
What can a Super User do when a newly added account member cannot access/see the CSP account in the Account Selector menu.
Environment
CSP
Answer
When a Super User uses the Add User to Account functionality for an email address which was already mapped to a CSP user login, and sets the activation date as the current date, it can sometimes take up to 24 hours for the newly added member to be able to access/see the account and he/she can experience the following issues:
1. If the user already had a Support Portal user login, but was not yet a member of any accounts, they may get the error "An unexpected error has occurred. Please contact support" after they are added and when they try to log in.
2. If the user was already member of one/several account/s, they may not see the new account in the Account Selector tab.
If the new member needs quick access to the account, the Super User can simply use the ''Edit" feature from the Members-> Manage Users for the affected user and simply change the activation date to the previous day. (e.g.: if the activation date was set up as the 02.20.2024, it can be modified to 02.19.2024)
Once this is done, the affected user needs to log out of the Support Portal and log back in, and they should be able to access / view their new Support Portal account.
Additional Information
Additional related KB articles:
An unexpected error has occurred. Please contact support
How to Manage Users in Your Account