Each of our customers is provided with at least 1 Portal Administrator account. It enables management of the list of users, contact details and status of the accounts for other portal users from your organization.

The Customer Support portal is available here: https://support.onespan.com/

 

 

ADMINISTRATOR ACCOUNT AND LOGON

 

To access the portal, use your logon details and follow the standard logon procedure. For further details on this action, please go to: Customer Support Portal – How to log in?

To view and manage the list of users, go to the Account tab and choose Contacts:

You will be presented with the list of the current portal users for your organization’s account. The users are presented with their name, email address, and business phone number.

To see all details of the contact and edit those, click on the chosen person. You will be presented with the contact form:

All the fields with an asterisk (*) are mandatory. Hence each user record will be supplied with a Last name and an Email address. 

For support purposes, it is useful to include the Business phone number and the Title, meant as the person’s position at your company. 

Note: in order for the notifications to display correctly, please make sure that the Time Zone in your portal profile is set correctly to correlate with the time zone on a device you are using.

 

CREATING A NEW PORTAL USER

To add a new user to the list of persons from your company, who can use the Customer Support Portal, click Create new portal user button on the Contacts page:

 

 

You will be presented with a request form that gives you an option to choose person from the list of contacts that we already have in OneSpan:

 

If the person's email address can be found on the list, click Submit and the account will be automatically created. The welcome email will be sent to the person.
If the person's email address is not visible on the list, use Can't find a user in the list checkbox, which will present you with a form including fields required for the new portal user.

 

Fill in the form and click Submit. The account will be automatically created and the welcome email will be sent to the person.

 

ADDING A NEW PORTAL ADMINISTRATOR

To ensure the continued access to the portal admin properties, it is strongly recommended to appoint a second portal administrator at your organization. For setting up the secondary Administrator, go to Account > Contacts. Open the contact record of the User you want to grant administrator access for and choose Edit Roles action:

 

 

Next, drag the administrator role sn_customerservice.customer_admin from Available box on the left to the Selected box on the right.

 

 

Once done, click Update. The person will have the administrator access from now on active on their portal account.

 

DISABLING/ENABLING A USER

In case a person from your organization should no longer be provided with access to the Customer Support Portal, go to Account > Contacts. Open the contact record of the User you want to disable and choose Disable account action:

The action will change to Enable Login. This means that currently the portal User is blocked and will not be able to log in.
To revert this action, click on Enable Login action. The name of the action will change to Disable account, which means that the user has an active account again.

 

TECHNICAL ISSUES

In case you experience any technical issues while using the Customer Support portal administrator account, please contact support@onespan.com