If a support specialist locates an inactive Onboarding Account, this is typically an indication that the user now has an active DOC NIST CLC Work Account.

Support Specialist Should:

1. Search for the user by First and Last name.
2.  Adjust account status filters as needed.
3. Look for an active account associated with the user’s DOC NIST email address. (If you find one, do not disclose it to the user, let him verify it)

Please Note: 

• If the user is unable to verify his new login credentials, please have them reach out directly to their bureau’s IT department for assistance logging into their account.
  
  
• If the user was able to verify his new login credentials and if they are able to access their @NIST email address, we may assist them further, and we may need to assist him log into their account manually (With Username & Password), and instruct them to reach out directly to their IT department for assistance with setting up their SSO.

We can utilize Password Reset Request if needed.