Recently a client posed this question to us: “What happens if an employee is receiving their check stub through FileGuardian and they forget their access code?”.
Our simple answer: “Our forgot access code process enables any recipient of a file through FileGuardian to have a new access code generated and sent via text to their cell phone.”
Client’s response: “Well isn’t the cell phone optional within FileGuardian? So what if the employee never entered their cell phone or doesn’t have one?”
Our response: “Well they’ll just see a message then to contact you to have it reset for them.”
That got us thinking. There has to be something more we can do to help than just display a “canned” message.
After bouncing around a few ideas, we added a new feature to FileGuardian (going live on 8/26). If the employee’s company has a check stub administrator, we can email the check stub administrator that the employee needs their access code reset! Here’s the sequence of what will happen when an employee doesn’t have a cell phone on file within FileGuardian and forgets their access code.
1. Employee clicks the link in their email that their check stub is available for download.
2. Employee realizes they don’t know their access code so they click on the “Forgot your access code/password” link.
3. FileGuardian knows the employee’s cell phone number is not on file. An option to notify their company’s check stub administrators is displayed.
4. If the employee clicks “Yes”, an email will be generated out to their company administrator notifying them that the employee needs their access code reset.
5. Instantly the admin(s) will receive the email which includes step by step directions on how to reset this employee’s access code. The employee is also cc’d on the email.