Unable to Log In - Missing Security Question Setup During Initial Account Activation

Issue:

A new user received the ClickClaims Welcome email but encountered validation errors while attempting to log in. The login failure was due to the absence of a security question set up during the initial activation with a temporary password.

Root Cause:

The user did not complete the required setup process using the temporary password, which includes setting a security question. Without this, the system prevented password reset and login attempts.

Resolution Steps:

1. Verify Welcome Email Sent:
   Confirm the adjuster has received the ClickClaims Welcome email and initial login credentials.

2. Check Security Question Setup:
   Determine whether the user completed the security question setup during the first login using the temporary password.

3. Issue a New Temporary Password:
   If the security question was not set:

   • Navigate to the User Management section under Administration > Staff Users.

   • Locate the user profile.

   • Generate and send a new temporary password.

   • ? Insert Screenshot: Staff User Management Page with Reset Password Option

4. Communicate Login Instructions:
   Advise the user to:

   • Log in using the newly issued temporary password.

   • Set a security question when prompted.

   • Create a new permanent password after successfully setting the security question.

   • ? Insert Screenshot: Security Question Setup Prompt

5. Confirm Access:
   Have the user confirm they can now log in successfully.
   

Additional Notes:

• Always ensure new users are guided through the full initial setup process, including the security question.

• Login page access issues should be verified separately to rule out firewall or browser-based errors.

• If issues persist, confirm the user is accessing the correct ClickClaims environment URL.