Support Category: User Account | Inactive Account


Specialist Notes:


If a user has just returned from an extended leave, such as maternity or medical leave, and is unable to access the DLC, their Workday status may not yet be updated. This is a common issue and typically does not require escalation.


HOW SHOULD WE ASSIST?


STEP 1: Confirm the user's employee type.  


STEP 2: Provide the user with the SR below and advise based on the user’s reply.

- If 'YES', instruct the user to reach out to their manager to remove the "On Leave" status in Workday. 

  • Kindly inform them that there is often a 24-48-hour delay once their return has been processed in Workday.


- If 'NO', gather the following details and escalate. 


Start Date:
Employment Type: [DISTRIBUTOR OR EMPLOYEE]
Employment Location: [IF REMOTE: CITY/STATE]


IMPORTANT!


  • If the user confirms that the 24-48 hour delay has passed, escalate.
  • The "On Leave" status applies only to extended leave (maternity or medical). For regular PTO, DLC accounts should not become inactive; we should gather the necessary details and escalate.

NOTE: Distributors do not have a Workday profile.


Standard Response:


Thank you for waiting. I have located your account and can confirm it is currently inactive. Before we escalate this to the Administrators, could you please let me know if you have recently returned from an extended leave?