Support Category: User Account | No Account


Specialist Notes:


The Administrators have advised that account creation for new hires usually takes 24 - 48 hours after their first day for their DLC login to sync properly.


IMPORTANT!


When checking user accounts, always set the user Status Field to ‘Both’ to view Active and Inactive accounts.


HOW SHOULD WE ASSIST?


1. Confirm the user's start date.

  • If it has been less than 48 hours: Send the SR below.
  • If it has been more than 48 hours: Gather the following details and escalate
    Start Date:
    Employment Type: [DISTRIBUTOR OR EMPLOYEE]
    Employment Location: [IF REMOTE: CITY/STATE]

2. If the user has an Active account, but is receiving the "We couldn't log you in" SSO error, refer to the SSO | We couldn't log you in SR.


Standard Response:


Thank you for your patience. We were unable to locate a DLC account for you at this time. Please note that new hire accounts typically take 24 - 48 hours after your first day to sync via the data feed.

If you’re still unable to access your account after 48 hours, please reach back out to us, and we’ll be happy to look into it further.