Support Category: Login Inquiry


Specialist Notes:


WHAT SHOULD YOU KNOW?

Some users may receive the following error message:

"The login ID entered is inactive. Contact your Administrators for help."


WHAT DOES IT MEAN?

This is an indication that the user is likely trying to use a username/password account that has already been merged into another main account and now the account they're trying to use has been made secondary 

(or inactive).


WHAT SHOULD BE DONE?

➤If the user was trying to log in using a username/password but they have access to the Navigator Application, please have them try to log in using the Navigator Application. 

➤If they don't have access to the Navigator Application and/or their issue persists, please escalate with their email address/userID so the Administrator can confirm the correct account was made secondary.


Standard Response:


I apologize for the difficulty you're experiencing accessing your account. If you're trying to log in using a username/password combination but have access to the Navigator Application, please try to access your account via the Navigator Application. If your issue persists, I'll need to create a ticket for you so that the Admins can look further into this issue.