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Kareo Help Center

Unlock User Account

Updated: 08/22/2022
Views: 7542

Locked users remain in the system under the Locked User list and can be unlocked when necessary. System administrators can self-manage locked staff user accounts quickly without needing to contact Kareo Support.

Access User Settings

  1. Hover over the User icon and click Practice Settings. The Practice Settings page opens.
  2. Click User Settings. The User Settings page opens.
Platform_User_Access.png

Select Locked User

  1. Click View Locked Users. A list of locked user accounts display.
  2. Click Unlock next to the user's name. If the selected user is a provider, the Reactivate Provider page opens, otherwise the Edit User page opens.
Platform_UserSettings_LockedUsers.png

Reactivate Locked Provider

  1. Click to select the Product module(s) to activate for the provider.
  2. Make any necessary changes to the providers's account information:
    Note: To prevent billing rejections, the provider's First Name, Last Name, Individual NPI, and Social Security Number should only be edited when an error or omission was made.
    • E-mail: If necessary, enter an updated valid email address to allow the provider to receive email notifications from Kareo (e.g., reset password, new messages, etc).
      Note: Once saved, the provider will use the new email address to log into Kareo.
    • Password: To provide the provider with a temporary password that they can change, enter the password.
    • Roles: Click to clear a selected role or click to select additional role(s).
      Note: The provider role selection cannot be cleared.
    • Additional Options:
      • To allow the provider to give themselves or other staff members administrator permission in the event of an emergency, click to select "Allow emergency access for (Practice)". Or click to clear the option.
      • To allow prescribers to select this provider as a supervising provider on ePrescriptions, click to select "Enable Supervising Provider for Prescribing".
        Note: This option is enabled for eRx enrolled providers only.
    • Practice Access: If applicable, click to assign the user access to additional practice(s) in the account.
      Note: System Administrators can only grant users Practice Access to practices they themselves can access.
    • Profile photo: If desired, upload a photo of the provider. Drag and drop an image or click browse to search for a photo.
  3. Click Unlock Provider. The Confirm Adding Provider License pop-up window opens.
Platform_UserSettings_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's user account displays in the list of active accounts under User Settings.
    Tip_Icon.png Tip: If the provider does not remember their password, advise them to click I've forgotten my username or password! on the Sign in page to reset.
Platform_UserSettings_UnlockProviderConfirm.png

Reactivate Locked User

  1. Make any necessary changes to the user's account information:
    • E-mail: If necessary, enter an updated valid email address to allow the user to receive email notifications from Kareo (e.g., reset password, new messages, etc).
      Note: Once saved, the user will use the new email address to log into Kareo.
    • Password: To provide the user with a temporary password that they can change, enter the password.
    • Roles: Click to clear a selected role or click to select additional role(s). The user must have at least one role selected.
    • Additional Options: To allow the user to give themselves or other staff members administrator permission in the event of an emergency, click to select "Allow emergency access for (Practice)". Or click to clear the option.
    • Practice Access: If applicable, click to assign the user access to additional practice(s) in the account.
      Note: System Administrators can only grant users Practice Access to practices they themselves can access.
  2. Click Unlock User. The user's account displays in the list of active accounts under User Settings.
    Tip_Icon.png Tip: If the user does not remember their password, advise them to click I've forgotten my username or password! on the Sign in page to reset.
Platform_UserSettings_UnlockUser.png