If you are experiencing any of these issues: 

  1. "Client logs in but it just comes up with a welcome page"
  2. "No dashboard is displayed for the client"
  3.  Unable to unlock account for client

In this situation, it's worth checking the review harness to see if an alert is showing which advises 'Client is unable to edit their information online'.


If this appears it means that either a solution has been selected which prevents the client from making more changes. Or alternatively it may be the case that the client has entered something on their case which needs to be checked.


For example:

  1. Client may have a massive overspend on for something and have not used an appropriate reason for this expense (£500 p/m for groceries for one person, and they may have used the reason 'I wish to keep this cost')
  2. Client may have advised that they are working full time but also receive unemployment benefits
  3. These things need to be checked over the phone before the client is allowed to make further amendments

Thank You,

Service Desk