Support Category: User Account | Inactive Account


Specialist Notes:


If a user has just returned from leave such as PTO, maternity leave, or medical, and is experiencing issues accessing the DLC, it is more than likely that their status hasn't been updated in Workday yet.


Since this is a simple fix that doesn't require an escalation to the administrators, please start by providing the user with the following SR.


IMPORTANT!


If 'YES', instruct the user to reach out to their manager to remove the "on a leave" status in Workday. 

  • Kindly inform them that there is often about 24-48 hours delay once their return has been processed in Workday.


If 'NO', please use the 'Inactive Account | More Information Needed' SR to further assist.


Standard Response:


Thank you for waiting! Unfortunately, I have located your account and can confirm that it is inactive. Before we escalate this to the administrators for possible further assistance, have you recently returned from being on leave?