Logging in to isolved is getting easier!

Article Contents

Effective with isolved version 9.12, available on Friday, June 30th, all users will enter their email address as their username when logging into isolved.  This means client administrators who also have access to Employee Self-Service will no longer need to log off and back in to get the access they need.

Additional isolved updates included in version 9.12 will include:

Isolved account migration

Individual users with only one Employee Self-Service account will not have to take action to migrate their isolved account on June 30th. They will continue to log in using their email address as they always have and the “isolved account migration” section of this article does not apply to them.

Users with multiple isolved accounts that have the same email address will be asked to go through a simple process to migrate their accounts. This migration process will link the user’s accounts together by email address and from that point forward they will use their email address to log into isolved.

The first time these users log into isolved, on or after June 30th, they will need to follow these steps to migrate their accounts:

Step 1: Log in to isolved with your usual username and password.

For users who do not currently use the same password for all their isolved accounts, the migration process will take the password of the first account they choose to log in to and associate it with their email address. That combination of email address and password is what they will use to log in to isolved going forward.

Step 2: Verify your email address

After successfully logging in to isolved, a pop-up will display, and a verification email will be sent to the email address noted on the pop-up.

Access the verification email in your inbox and click on the link to verify your email address. This process will link all accounts associated with the email address together.

If you attempt to log in to isolved without first verifying your email address by clicking the link in the email you received, you will receive an “account disabled” message.

Step 3: Log in to isolved with your email address and password

Once you have verified your email address, you will be presented with an account confirmation pop-up. Click on the Continue to isolved button and you will navigate to the isolved login screen where you can log in with your email address and the same password you used when your logged into isolved earlier. You now only have one email address and one password to remember!

If you attempt to log in using your old username, a message will appear at the top of the page to remind you to use your email address: “This user has been migrated to an isolved People Cloud account. Please sign in using your email address and password used when your account was migrated”.

Accessing isolved – users with multiple accounts

For users with multiple isolved accounts, log into isolved using your email address as your username. After you have successfully logged in to isolved, you will be prompted to select the account you want to access.

This screen will only appear when a user has multiple accounts that were linked together with a common email address during the migration process. Those users with only an employee self-service account will not be presented with this screen and will be directed to employee self-service.

Once you select the account you want to access, you can easily toggle between your linked accounts by using the new Change User feature which will be included in this release.

Watch this quick video to see how easy it will be to move between your accounts – isolved Login Update

Additional isolved enhancements

Forgot Password

The Forgot Password function has been enhanced. Answering a secret question will no longer be required to reset a password if a valid mobile number is associated with an isolved account. Please refer to the isolved Forgot Password – Identity article for updated step-by-step instructions to reset an isolved password using the Forgot Password option (also available in Spanish language).

Client administrators will now be able to reset an employee’s self-service account on their behalf by using the new Reset ESS Login function found on the General screen in Employee Management > Employee Maintenance.

An employee should always use the Forgot Password link as the first step to resolving a forgotten password. However, if an employee does not have a valid mobile phone associated with their isolved account and cannot remember the answer to their secret question, the Reset ESS Login function enables client administrators to send a temporary secret question to the employee. Please refer to the isolved Reset ESS Login article for more details.

Troubleshooting employee self-service issues by unchecking the self-service option, saving, rechecking the option and saving again will no longer work to resolve the issue. The only valid reason to take these steps would be to change the employee self-service email address.

Employee Self-Service Account Activation

The steps an employee will take to activate their Self-Service account will change. The employee will still receive an email with a link that allows them to create a password, choose a security question and answer, and add a mobile phone number. After entering this information, the employee will click on the Create Account button and the following pop-up will display:

This is a new step in the self-service account activation process. When the employee clicks the Create Account button, a second email is sent to them asking them to confirm their account. They will not have access to their Self-Service account until they click on the link in this email.

What happens when the employee clicks on the link in the second email depends on if the employee added a mobile number when they set up their self-service account. If the employee included a mobile number, they will be asked to verify the number they entered before they proceed to the final step. After they click the link, a verification code will be texted to them and the following screen will display:

After entering the verification code and clicking the Continue button the employee moves on to the final step in the process.

Employees who did not enter a mobile number when they set up their Self-Service account proceed straight to the final step when they click on the link in the second email they received. The following screen will display, the employee clicks the Continue to isolved button, and they are able to log in to their Self-Service account.

Creating and Maintaining Client Administrator Accounts

You will continue to create isolved Client User accounts the way you always have with only a few small changes:

The Authorization Code has been removed from the screen and no longer plays a role in Client User account activation.
You are no longer able to update the email address on a Client User account. If you need to change the email address, you will add a Stop Date to the current Client User account and create a new Client User account with the correct email address. Note: You are able to change the email address if the client administrator has not yet logged in to their account.

The process to activate a client administrator account in isolved has changed. The activation process is identical to the that for employee Self-Service account activation and can be found in the section immediately above this one.

Action Items

Here are some things you and your employees can do to ahead of the June 30th isolved account migration to ensure a smooth transition:

1. Confirm all isolved user accounts have a unique email address

Do you have isolved users with shared email addresses, such as hr@company.com or payroll@company.com, or users who share an email address? It is important that each isolved user has a unique email address, as all user accounts with the same email address will be linked together into a single account. When this occurs:

There is the potential unauthorized users may gain access to confidential information if the security between the users sharing the email address is not the same.

You lose the ability to track which user made changes within isolved from an audit perspective.
Passwords and phone numbers would be determined by the first person who accessed the account on or after June 30th. This could lead to challenges around accessing.

2. Have your isolved users verify the mobile number associated with their account

Mobile numbers will serve a new function within the enhanced Forgot Password process. Users who have mobile numbers associated with their account will be sent an authorization code via text rather than having to answer a security question. Users without a valid mobile number will continue to be required to answer a security question as part of the Forgot Password process.

It is important to note the Forgot Password function uses the mobile number associated with an individual user’s isolved account profile. It is not the mobile number you may listed for an employee in Employee Management > Employee Maintenance > General screen. Therefore, individual employees will have to verify their own mobile number within employee self-service.

For those clients taking advantage of employee self-service using isolved’s modern Adaptive Employee Experience (AEX) view, employees can follow these steps to confirm and make updates to their mobile number:

Log in to employee self-service
Click on the Bell icon in the upper right-hand corner of the screen and a menu will display underneath the icon.
Select the Profile option from the menu and your profile details will display.
Click on the Change link in the Mobile Number section of the screen to make updates.

For clients using employee self-service in Classic View, employees can follow these steps to confirm and make updates to their mobile number:

Log in to employee self-service
Click on the person icon in the upper left-hand corner of the screen

Select the My Account option from the menu and your profile details will display in a pop-up.
Make any necessary changes to the Mobile Number in the Contact Information section of the pop-up.

Client administrators can follow these steps to confirm and make updates to their mobile number. Please note, if you also have an employee self-service you will need to make any updates to both your client administrator and your employee self-service accounts. Although the My Account screens are identical, these accounts do not currently share this information:

Log in to employee self-service
Click on the person icon in the upper left-hand corner of the screen

Select the My Account option from the menu and your profile details will display in a pop-up.
Make any necessary changes to the Mobile Number in the Contact Information section of the pop-up.

Users with multiple accounts should verify the email address associated with each account to ensure accuracy and update old or unused email addresses.

Please take time prior to June 30th to ensure the email addresses associated with your users’ multiple isolved accounts are accurate and the same. If they are not the same, their accounts will not be linked together during the migration, and they will have to continue to log in separately as they do today.

To update the email address for an employee self-service account:

Select the employee for whom you want to update an employee self-service email address
Navigate to Employee Management > Employee Maintenance > General screen

Deselect the Enable Self-Service Access checkbox and Save.

Update the email address in the Self-Service Email field and Save.

Select the Enable Self-Service Access checkbox and Save.

An email will be sent to the employee with a link that will allow them to activate their new employee self-service account.

FAQ

What is the advantage of migrating our isolved accounts?

It’s easy to remember your email address, but not always easy to remember an assigned username. This migration simplifies the isolved login process, so all users now log in with their email address as their username. Once a user with multiple accounts logs in, they will be able to easily access any of their accounts by selecting an account from the list that displays.

Employees with only a self-service account will not see this screen, they will continue to log in with their email address as they always have and be pushed directly in to employee self-service.

Can users now just enter an email address to access all accounts by logging in once?

Yes! Once migrated, users can easily toggle between associated accounts by clicking their name in the upper left corner and selecting “Change User” to see the pick list again.

For users with multiple isolved accounts:

In the Adaptive Employee Experience (AEX) users can switch between accounts and companies under the Bell icon > Profile, then select Switch Company.

How does this affect employee self-service users?

Users with only a self-service account will continue to sign directly into isolved with their email address. With this migration client administrators will now also use their email to log in to isolved and users with multiple accounts will be presented with a screen that will allow them to select the account they want to access.

Is there anything we can do to make sure my users are ready for this change?

Yes! Click here to view some things you and your employees can do ahead of the June 30th account migration to ensure a smooth transition. See Action Items in this article.

How do we set up new client administrators? Do we need to use their email addresses as usernames now?

There is no change to how you set up a new client administrator. Set up a new client administrator as you always have and continue to use a unique user ID. For example John Smith’s ID can be JSmith or JohnS.

If your client administrator has other accounts and would like them to be linked with this one, ensure the account is created with the same email address as the others:

The system will not allow an email address as a username:

What happens if a user locks their account?

The password unlock process has not changed. If a self-service user locks their account, they can wait for 10 minutes and try again when it’s automatically unlocked, or a client administrator can unlock the account on the users General screen:

or use the Client Users account screen for client user users to unlock if they don’t have an employee account:

With the Forgot Password feature, I tried to use the authorization code, but I received an error saying that it was not valid.

The authorization codes expire after three minutes; they can generate another code by selecting resend link in the email.

I tried to reset my password but I am getting an error with the email link.

Reset Password links expire after 24 hours. To generate another email they can go through the Forgot Password process again.

What is the process for changing the email address after migration?

That will work the same way it does today. On the users General screen, the client administrator will un-check the box next to Enable Self-Service and save, then they will enter the updated email address and save, and then check Enable Self-Service to create a new account.

If an employee has a work email under the client user and a personal email under their employee access then we will have to update one of the emails to make this work?

You can, or you can leave it as it is right now if they are fine with logging in separately. It is not required to combine them; it just makes it easier under certain circumstances.

Are users still able to reset passwords?

Yes! The process has been updated recently to make it easier to reset user accounts. If the user has a mobile phone number on their Profile or My Account screen, they no longer need to answer challenge questions. The system sends an email; click the link in the email. If a mobile phone number is on file, when you click the link it automatically sends an authorization code via text. No mobile? No problem! Answer the security question.

If they can’t remember the answer, reach out to your Insperity Payroll Specialist to get it reset.

We tried to reset an employee’s account by using the old trick of unchecking the Self-Service box, then saving, then checking the box and saving again, why was the employee routed to the login screen when they got their email?

User accounts are now managed in Identity outside of isolved and are based on email accounts, so if you’re adding the same email back in it is linking the user to the same email that is already set up. The first line of defense is having the employee reset their own account by clicking “Forgot Password”, or a client administration can use the Reset ESS option.

If they are still having issues, reach out to your Insperity Payroll Specialist to get it reset.

We have shared/general email addresses like hr@, payroll@ and do not have unique e-mail addresses, what is the solution?

If they have a client user who has hr@abccompany and has that email address assigned to their self-service, they will see the pick list after signing in.

Some of our users share an email address today for self-service or client users accounts, can they continue to do this?

If they have two client users, User1 and User 2, who share the same email address, they will now share a password and when they sign in, they select the user that they need to access. This may be fine if the users have the same roles assigned, but still hard to track if a user makes a change under another user’s name and may be a challenge if a user has restrictions that the other does not. For that reason, we highly recommend that the email addresses are unique for each separate person using the system.

These need to be updated BEFORE the migration in order for the accounts to stay unique and not tied together with a single email address and password

If the accounts (ESS, Client User, etc.) are linked and an employee is termed under ESS, will the other accounts be termed, or do you still have to term the accounts in ESS and client user menu?

Yes, they will need to be termed the same way we do it now in separate areas.

If the user logs in directly to AEX as an employee and Classic (self-service) as a client admin they will continue to do as they have, for now? Will this change in the future?

They can continue to log in as they have, except for Client Users now logging in with their email address and not their client user name.

Is the URL changing?

No, users will continue to log in to the same URLs they have been logging in to for normal use. The Self-Service (Classic view) URL is: https://insperity.myisolved.com. The URL for the Adaptive Employee Experience is https://insperity.myisolved.com/cloudservice

What about ESS users that use isolved with another partner? If the URL is different, it should not be a problem?

That is correct; it should not be a problem. If they use the same email address, they need to use the same password for both. Otherwise, if they have company email addresses for each company they work for, they will just sign in as usual.

After migration, if the email address changes for a Client User, Partner User, or Service User, will a new user need to be created?

Yes, if the email is changed in these examples, the existing user needs to be deactivated and then a new user will need to be created

How does this affect Partner users or brokers?

It affects other types of users in the way that they need to sign in with their email address now.

For the Reset e-mail, will we be able to customize this still?

No, this is not a customizable email.

What happens when you uncheck Enable Self-Service Access after the migration?

It disables the employee’s access to that employee account.

How does this screen change and provisioning new users change once they have been migrated? Will it still ask for a username?

Yes, when adding new client users, you still enter everything as you did before. The only difference in process for adding a client user is you no longer need to enter an authorization code; that field is no longer present after migration.

What if there are client users with different email addresses for different accounts — how do we get them onto one email?

Now is a good time to make updates to email addresses if they need to have one account to log into. Otherwise, it is fine to leave them with separate accounts if they want to keep it that way. Client user email address will be editable after June, 30. A new user will need to be created.

Is it an option for the default to be AEX when they switch to employee view?

Not currently.

What happens if a user changed their phone number, or it is entered wrong during onboarding and they can not reset their password?

We are here to help! Because the phone number is confirmed in Identify, your Insperity Payroll Specialist can assist with getting it updated for your user.

Is there one email address per URL?

Users can have multiple accounts tied to the same email address in each URL.

We have at least one case where an employee works two jobs, one with our client using isolved in our instance, and one with another client using isolved through another partner or direct They use the same email address for both. What happens then?

The employee will have one Identity account and it shares the same password with any URL with which it is associated. Otherwise, they log in to each applicable URL (just as they have been) to access self-service.

Is there a way to see my employee user login history?

Yes! You can utilize the User Activity Reports on the General screen for employees, Client User screen for clients, etc. to see user activity.

Resources

Keep your eye out for important and updated information regarding the isolved account migration in future editions of the HUB, your biweekly isolved release notes, emails, and this Help Center article.

isolved People Cloud – Login Migration – Client

Forgot Password – Identity

Reset ESS Login – Identity

Reset ESS Login – Spanish

Employee Self-Service Login Troubleshooting – Identity

Adaptive Employee Experience (AEX) – Quick Reference Guide – Identity

Adaptive Employee Experience (AEX) – Quick Reference Guide – Identity – Spanish

Employee Self Service (ESS – Classic) Quick Reference Guide – Identity

Employee Self Service (ESS – Classic) Quick Reference Guide – Identity – Spanish