Occasionally, a user account expected to be in the system cannot be found in the All Users tab of the OnBrand Portal, despite searching for it with an administrator account.
The most common cause for this issue is that the affected account has been disabled in the Unify back-end of OnBrand, which prevents it from being listed on the portal. To learn whether this is the case, it will be necessary for you to raise a support ticket, so that our agents may look into it. For security reasons, the request should be made with an email associated with an administrator account for the OnBrand instance. Please ensure to include the following with your request:
- The email and name for the disabled user account.
- Whether the account needs to be reactivated if found.
- Any other related requirements.
You can find more detailed information on the process of account reactivation in the article Reactivating Deactivated Accounts and Resetting Passwords for End-Users.
Please refer to the solution section of the article Reactivating Deactivated Accounts and Resetting Passwords for End-Users for a detailed overview of the prerequisites and steps required to find and reactivate the affected account, and provide a temporary password.
If the customer does not wish to have the account reactivated, make sure to stop at confirming whether the account exists.
If you are unable to locate the account, please notify the customer, so that they may look into recreating it.
Once our agents get back to you, the user will be able to log into OnBrand using the provided credentials. If our agents confirm that no account exists with the specified email address, the user will need to register again and their account approved through the usual process in the OnBrand administrator dashboard.