Once you add an employee, for an employee to be able to log in they must set up their access from their welcome email, which once done automatically logs them in for the first time.

If you want to check who hasn't logged in yet, you can view a report that shows you everyone who has never logged in. This can be useful when trying to troubleshoot logging in issues for employees. If an employee has never logged in before, it is likely they've not actioned their welcome email yet, and because it expires you'll likely need to resend them a welcome email.

We'll show you how to view employees who have never logged in in the steps below.

  1. Click Reports.

  2. Click Access logs.

  3. On the Never logged in tile, click Re-send welcome email.



    This presents a list of the employees who haven't logged in.

    📎NOTE: An employee logs in for the first time automatically as they set up their access from their welcome email, so if they show in this list you can assume they haven't done anything with their welcome email yet. If they say they can't log in, this will be why.

  4. If you need to resend a welcome email to one of the employees, click Send next to their name. Alternatively you can click Send email to all which sends a welcome email to everyone listed in this report.

When the employee receives the welcome email, they must follow the steps to set up access to Online Services.

📎NOTE: If the employee doesn't see a welcome email in their inbox, request they check their spam/junk folder and also ensure their email security does not block the email address: [email protected]. Please also confirm you have used the correct email address and that the employee knows which one you have used. If the email address is wrong you can change it.

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