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Activate or deactivate a user account

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Deactivate a user account
Activate a user account
Support

Activate or deactivate a user account to manage their access to the connection portal.

Deactivate a user account

Purpose of this step

To deactivate a user account so they cannot access the connection portal.

If you are the sole primary business contact (PBC) you cannot deactivate yourself. A new PBC will need to be set up and request for your account to be deactivated. It is your responsibility to ensure you have all the compulsory roles in the connection portal as defined by the code of the connection.

Who completes this step?

  • primary business contact (PBC)

Read the full list of roles and responsibilities.

What the PBC needs to do

  1. Sign in to the connection portal.
  2. Open ‘User management’.
  3. Access the user’s record and select ‘Change’ on the ‘Status’ row.
  4. Provide a reason for deactivating the user account and select ‘Continue’.
  5. Review the details of the submission and select ‘Confirm Request’.
    1. You will receive email notification when a decision has been made.

If the request is for a PBC or primary technical contact (PTC), you will need to wait until it has been approved by PDP. We may phone you to confirm the authenticity of the request.

How long it will take

Requests for service managers, security leads, test managers and scheme administrators will be processed automatically.

Requests for PBCs and PTCs will be processed in 1 to 2 working days. If you've not heard from us by then, let us know via support.

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Activate a user account

Purpose of this step

To activate a user account that was previously deactivated so they can access the connection portal.

If you are activating a user account with the role of primary business contact (PBC) or primary technology contact (PTC), they will be required to verify their identity again using GOV.UK One Login. You will not be able to exceed the maximum number of allowed roles.

Who completes this step?

  • primary business contact (PBC)
  • the user having their account activated

Read the full list of roles and responsibilities.

What the PBC needs to do

  1. Sign in to the connection portal.
  2. Open ‘User management’.
  3. Access the user’s record and select ‘Change’ on the ‘Status’ row.
  4. Provide a reason for activating the user account and select ‘Continue’.
  5. Review the details of the submission and select ‘Confirm Request’
    1. If the request is for a PBC or PTC they will need to verify their identity again through GOV.UK One Login. The request then needs to be approved by PDP. We may phone you to confirm the authenticity of the request
  6. Once the activation request has been processed, you will receive email confirmation.
  7. If approved, you will be provided with a one-time passcode, viewable in the user’s record in the connection portal. You will need to share this with the user.

What the user needs to do

  1. Open the email from [email protected] with the account activation link. This link expires after 24 hours.
  2. Select the account activation link and enter your email address and the one-time passcode provided by your PBC.
  3. Set up multifactor authentication (MFA) on your mobile device (see guidance below).
  4. Set a new password and submit.

You have 24 hours to set up your account, as the one-time passcode will expire after this time. You must complete all steps within one session.

Set up MFA

To use Salesforce Authenticator, follow the on-screen instructions.

To use another authenticator, such as Google Authenticator or Microsoft Authenticator:

  1. Select the link at the bottom of the screen ‘Choose another verification method’.
  2. Select ‘Use verification codes from authenticator app’ and select ‘Continue.’
  3. Scan the QR code on the authenticator app, enter the verification code and select ‘Connect’.
    1. This connects the MFA to the account.

How long it will take

Requests for service managers, security leads, test managers and scheme administrators will be processed automatically.

Requests for PBCs and PTCs will be processed in 1 to 2 working days. If you've not heard from us by then, let us know via support.

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Support

Find answers to common queries about pensions dashboards, give feedback or get technical support.

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