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Kareo Help Center

Reactivate User Account

Updated: 03/02/2020
Views: 476

​System Administrators can reactivate user accounts that have been deactivated or unlock web users that have been locked at any time. 

Note: To protect the security of the account, Kareo Support cannot reactivate or unlock users. If your user account is locked, please contact the staff member at your office who is your System Administrator.

Users are deactivated or locked for the following reasons:

  • A System Administrator deactivated or locked the user.
  • A user reaches the maximum number of failed login attempts defined under the Security Policy Options.

You will always navigate to the Inactive user accounts list or Locked Users list to reactivate or unlock a user.

Navigate to Inactive User Accounts

  1. Click Settings > User Accounts. The User Accounts window opens.
    Note: Accounts created after May 9, 2016 will see the Web Users.
  2. Click the Inactive tab. The Inactive user accounts list displays.
Desktop_InactiveUserAccounts_Navigate.png

Reactivate User Account

  1. Navigate to the Inactive user accounts list.
  2. Find the user account(s) and click to select "Activate" on the right of the window.
    Tip_Icon.pngTip: When there are numerous users listed, use the Search user accounts box to enter all or part of a user's Name or Login email.
  3. Click Activate selected users. The user(s) displays under the Active tab. 
    • If necessary, edit the user account(s) to assign the appropriate Permissions and Practices.
      Note: If the user's permissions and practice association was cleared, the user must be assigned Permissions and Practices for them to successfully access the practice(s).

If the user does not remember their password, advise them to click Forgot your password? on the Kareo - Sign In window or create a temporary password for them.

Desktop_InactiveUserAccounts_Reactivate.png

Navigate to Locked Web Users

  1. Click Settings > Web User Roles. The User Settings page opens.
    Note: For accounts created after May 9, 2016, click Settings > User Accounts.
  2. Click View Locked Users. The Locked Users window opens. 
Desktop_LockedWebUsers_Navigate.png

Unlock Non-Provider User

  1. Navigate to the Locked Users list.
  2. Find the user and click Unlock on the right of the their name. The Edit User window opens.
    • If the selected user is a provider, the Reactivate Provider window opens. Proceed to step 3 of Unlock Provider User.
    • If necessary, edit the user's Account Information.
Desktop_LockedWebUsers_UserUnlock.png
  1. Click Unlock User. The user displays in the list of active users.

If the user does not remember their password, advise them to click I've forgotten my username or password! on the Kareo Web App Sign In page or create a temporary password for them.

Desktop_LockedWebUsers_UnlockUser.png

Unlock Provider User

  1. Navigate to the Locked Users list.
  2. Find the provider user and click Unlock on the right of their name. The Reactivate Provider window opens.
Desktop_LockedWebUsers_ProviderUserUnlock.png
  1. Add Products for this Provider: Click to select the module(s) to activate for this provider.
    Note: For the Billing module, if it has been less than 30 days since the provider was deactivated, email accounting@kareo.com with the account name, Kareo ID, practice name, and provider name to request the reactivation.
    • If necessary, edit the provider's Account Information.
  2. Click Unlock Provider. The Confirm Adding Provider License window opens.
Desktop_LockedWebUsers_UnlockProvider.png
  1. Review Kareo's Terms of Service. To accept the terms, click to select "I agree with Kareo's Terms of Service and authorize this addition to my invoice.".
  2. Click Submit. The provider user displays in the list of active users.

If the provider does not remember their password, advise them to click I've forgotten my username or password! on the Kareo Web App Sign In page or create a temporary password for them.

Desktop_LockedWebUsers_UnlockProviderConfirm.png
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