eServices Extends Administrator Unlock Feature Beyond 30 Days

Published 05/10/2022

Palmetto GBA has implemented a new functionality in eServices that will disable a user that has been inactive for 30 days instead of terminating their User ID. This means account administrators can now re-enable a user or another administrator up to 120 days after 30 days of inactivity by simply unlocking the user’s account. If the user ID is not enabled within this time, the account will be terminated. We will send notification to providers through a series of periodic emails (up to the 120-day limit) to remind the user of their status and provide instructions to re-enable eServices IDs.

Sample Reminder Email

Sample reminder email letting user know they have not logged into eServices

In short, provider administrators can simply unlock users as well as other administrators. This is a significant change from past guidelines. Previously:

  • Provider Administrators and users were required to login at least once every 30 days
    • Accounts in which users did not login past 30 days were deactivated/terminated
      • If the provider admin did not login, all user accounts associated with the provider admin were also deactivated/terminated 
  • This created additional work for administrators as they were required to create new accounts for deactivated/terminated users

The Provider Contact Center eServices Helpdesk is also able to assist if the provider administrator is unable to complete this task.