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FAQs

These FAQs are designed as supplemental documentation to the main user guide. It aims to provide a better understanding and use of Lucidity Access and its linkage with the rest of the Lucidity system.

Please ensure that you have the correct administrative access to perform the required task. The system administrator can assist with this.


A user has forgotten their password. How do I reset it for them?

Users can reset their own passwords by following the instructions on the Creating or Resetting your Password page in the user guide or by accessing the My Details section in the Introduction page within Lucidity HR.

Alternatively, administrators can reset password on behalf of users from the User page within Lucidity Asset. Refer to the Add New User section on the Users page of this user guide for more details. 

It is worthwhile checking if the account has been locked before progressing. Refer to the Locked Accounts section on the Users page of this user guide for more details.


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Changes to account permissions will not take effect until the user has logged out and back in again.


Why can't a user can log into Lucidity?

There are a few possibilities:

    1. The user account has not been created
    2. The user account has not been given the correct permissions
    3. There is a duplicate account in the system
    4. Incorrect log in details are being used (payroll number or password)

  1. The User account has not been created

    1. In Lucidity HR, search for the user

    2. If the user exists, move to solutions 2-4

    3. If there is no user found, create a new account with all the relevant information (refer to the Create People section in the People page of the Lucidity HR user guide.)

    4. Advise the user of their log in details

  2. The User account has not been given the correct permissions
    1. Users need to be allocated the relevant permissions for the module they are attempting to access. 
    2. Refer to the Assigning Roles and Defining User Scoping
      page in this user guide for more information

  3. There is a duplicate account in the system
    1. In Lucidity HR, search for the user
    2. If two existing profiles are found, refer to the Merge People section in the People page in the Lucidity HR user guide
    3. Once complete, advise the user of the log in details for the correct account

  4. Incorrect log in details are being used
    1. In Lucidity Access, search for the user
    2. Click 'Edit' to check the user log in details in (username and password) are correct
    3. Make the necessary changes and save