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Tebra Help Center

Reactivate User Account

Updated: 10/25/2023|Views: 2363

​System Administrators can reactivate user accounts that have been deactivated or unlock web users that have been locked

Note: To protect the security of the account, the Customer Care team is prohibited from reactivating or unlocking users. If your user account is locked, contact the staff member at your office who is your System Administrator. If you are unsure who your System Administrator is, contact the user who created your user account.

You always navigate to the Inactive user accounts list or locked users list to reactivate or unlock a user.

Navigate to Inactive User Accounts

  1. Click Settings > User Accounts. The User Accounts window opens.
    Note: Accounts created after May 9, 2016 will see the Web Users.
  2. Select the Inactive tab. The Inactive user accounts list displays.
Desktop_InactiveUserAccounts_Navigate.png

Reactivate User Account

  1. Navigate to the Inactive user accounts list.
  2. Find the user account(s) and click to select "Activate".
    Tip_Icon.png Tip: When there are numerous users listed, use the Search user accounts box to enter all or part of a user's Name or Login email.
  3. Click Activate selected users. The user(s) moves under the Active tab. 
    • If necessary, edit the user account(s) to assign the appropriate Permissions and Practices. Review User Accounts for more information.
      Note: If the user's permissions and practice association was cleared, the user must be assigned Permissions and Practices for them to access the practice(s).

If the user does not remember their password, advise them to click Forgot your password? on the Sign In window or create a temporary password for them.

Desktop_InactiveUserAccounts_Reactivate.png

Navigate to Locked Web Users

  1. Click Settings > Web User Roles. The User Settings display.
    Note: For accounts created after May 9, 2016, click Settings > User Accounts.
  2. Click the User Filters drop-down and select "Locked". All locked users are listed.
    • To filter locked users by type, click to select "Providers" or "Non-Providers" in addition to "Locked".
Desktop_LockedWebUsers_Navigate.png

Unlock Non-Provider User

  1. Navigate to the locked web users list.
  2. Find the user and click Unlock. The Edit User window opens.
    • If the selected user is a provider, the Reactivate Provider window opens. Proceed to step 3 of Unlock Provider User.
    • If necessary, edit the user's Account Information. Review Web User Roles for more information.
Desktop_LockedWebUsers_Non-ProviderUnlock.png
  1. Click Unlock User. The user displays as an active user under User Settings.

If the user does not remember their password, advise them to click I forgot my username/password! on the web platform Sign In page or create a temporary password for them.

Desktop_LockedWebUsers_UnlockUser.png

Unlock Provider User

  1. Navigate to the locked web users list.
  2. Find the provider user and click Unlock. The Reactivate Provider window opens.
Desktop_LockedWebUsers_ProviderUnlock.png
  1. Add Products for this Provider: Click to select the module(s) to activate for this provider.
    Note: For the Billing module, if it has been less than 30 days since the provider was deactivated, create a case and include the provider's name in the description.
    • If necessary, edit the provider's Account Information. Review Web User Roles for more information.
  2. Click Unlock Provider. The Confirm Adding Provider License window opens.
Desktop_LockedWebUsers_UnlockProvider.png
  1. Review the Terms of Service. To accept the terms, click to select "I agree with Tebra's Terms of Service and authorize this addition to my invoice.".
  2. Click Submit. The provider user displays as an active user under User Settings.

If the provider does not remember their password, advise them to click I forgot my username/password! on the web platform Sign In page or create a temporary password for them.

Desktop_LockedWebUsers_UnlockProviderConfirm.png