How to: Reset Online Employer Lockouts
When an employee gets locked out of their online check stub view, they are told by the site to contact their payroll administrator for help. Of course, it helps if you, as the payroll administrator, have a cheat sheet for how to help!
There are two basic ways that an employee will often get themselves locked out of the system:
1. They enter their password incorrectly.
2. They answer their security questions incorrectly.
If they get locked out because of security questions being answered incorrectly, they'll get an error code that starts with "400-". You will need to contact your favorite Dominion minion for help resetting that type of a lockout.
If an employee gets locked out because they've entered their password incorrectly, they'll usually get an error code that starts with "610-". As an administrator, you do have the power to reset this type of lockout and/or reset the employee's password, yay! Here are the steps:
1. Log into online employer with your administrator login.
2. Go to the "User" tab in the InformationCenter:
3. Search for the user who needs to be reset.
4. Once you have located the user who needs to be reset, you can click the "reset" button on the right side of the screen to reset the lockout.
5. If the employee does not remember their password, you can click on "profile" to go to a screen where you'll have the option to change their password.
Once you've changed the password, give the employee the new one. They will be prompted to change it to something permanent when they log back in.
If the employee receives a "Session Expired" error upon trying to log in again, they will need to either wait 30 minutes to try again or clear their cookies and restart their browser. To clear the cookies, they can go to Tools -> Internet Options and click the "delete" button in the Browsing History section of the General tab. They will then need to close all of their internet browser windows completely and start a new session.