Troubleshooting HelloID portal and users

Below are some common portal and user management issues, their solutions, and links to other helpful resources.

These tasks are performed on the Admin dashboard.

A user cannot log in.

Suggested action	On the Admin dashboard, go to	See
Re-enable the user	Directory > Users > Edit user > Enable	Enable a user
Reset the user's second factor authentication	Directory > Users > Find user > Reset second factor	Reset a user's 2FA
Check if the HelloID portal is accessible (see below)

The HelloID portal is not accessible to users.

Suggested action	On the Admin dashboard, go to	See
Log in to HelloID using your 'local' backup account		Users
Check the Identity Provider (status and connection)	Security > Authentication > Identity providers	Identity providers (IdPs)
Check the server(s) and Agent service(s) used for authentication		Agent
Review the sign-on policies	Security > Policies > Sign On Policies	Sign-on policies
Check the portal access rules	Security > Portal access rules	Portal access rules

If the portal access rules are configured in a way that locks you out completely, contact Support to disable all access rules.

Notification emails about incidents in HelloID do not arrive.

Suggested action	On the Admin dashboard, go to	See
Check the email address for notifications	Settings > Company > Incidents	Incidents

In this section:

HelloID