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Reactivate an Existing User and Reset Their Password

Reactivate an existing Agency User and help them regain access when password management is handled through Access Evo.

Written by Jason Tu

In environments using Access Evo, password management for Agency Users is handled through Access Evo rather than FastTrack360. If the Password field shows "Managed by user via Access account", the user is linked to Access Evo.

📌 Note: If Send Workspace Invitation is visible in the Login Details section, the user has not yet completed their Access Evo setup.

Identify the User's Access Evo Status

The information shown in Login Details indicates whether the user has completed their Access Evo setup.

  • If Send Workspace Invitation is visible and the Sign In Email is empty, the user has not completed their Access Evo setup. Their invitation may not have been actioned.

  • If there is no invitation button, and the Last Login Date and Security Question are populated, the user has completed their Access Evo setup and can log in normally.

Reactivate the User

  1. Go to Maintenance then User, then open the user's record.

  2. Confirm the Active checkbox is selected.

  3. If the user is inactive, select Active then click Save.

Resend the Workspace Invitation

If the user has not completed their Access Evo setup, resend the workspace invitation.

  1. Open the user's record.

  2. Go to the Login Details section.

  3. Click Send Workspace Invitation.

  4. Ask the user to follow the instructions in the secure email to complete their Access Evo setup.

Once the user completes the invitation process, they can log in to FastTrack360 through Access Evo.

Verify the User's Access in Access Evo

You can also check that the user has access to FastTrack360 through Access Evo.

  1. Open Access Evo, then go to the Members tab.

  2. Find the user's tile.

  3. Click the three dots, then select Manage roles.

  4. Check that the FastTrack360 role is set to User.

  5. If the role is set to No Access, change it to User then save the changes.

Updating the role from No Access to User will also reactivate the user in FastTrack360.

Reset the Password After Access Evo Setup

Once the user has completed their Access Evo setup, future password resets are managed through Access Evo rather than FastTrack360.

  1. In FastTrack360, click the User icon.

  2. Select Reset Password.

  3. Complete the password reset on the Access Id - Manage Your Access Account page.

⚠️ Important: There is no password reset option within FastTrack360 for Agency Users once their account is managed through Access Evo.

Related Links

Users - Maintenance

Creating and Managing Agency Users with Access Evo

Manage Security Setting Changes and User Menu Changes

Changing your Password

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