What to do when a User Already Exists in a Different Portal

User Exists in A Different Portal

If a user already has an account in the parent MHFA Connect portal, they may receive the error message:  user already exists in a different portal when they click on their invitation link and attempt to log into the At Work platform for the first time.

NOTE:

• Users must use the same password to log into each LearnUpon Portal.
• if they change their password in one MHFA portal, it will be updated across all MHFA portals. 

To resolve this issue:

1. Locate the user in the MHFA Connect parent portal. 

2. Make sure that login enabled is toggled on

3.  Change their password.

• Make sure to leave the user must change password on login box unchecked.
• Click save.  

4. Send the user an email (via Zendesk) including:

• The new password that you set via the MHFA Connect parent portal
• a new unique invitation link to join the At Work portal
  •  Before sharing this information with the learner, you are encouraged to test the new login credentials via their unique invitation link before sharing them with the participant.
  • If you attempt to use the new login credentials via the general At Work log-in page, you will continue to receive a login error. 

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If you continue having errors when supporting this issue type, please escalate the case to the MHFA Systems team and notify your manager.