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Portal FAQ

Forgot your password?

If you have forgotten your password click on the link below in the Login Page 

Follow the prompts.

You will need to have access to your email and mobile.

Forgot your email or can’t find it in your inbox? Changed your mobile phone number?  Contact your Portal Administrator.

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What can I review in Subscriptions and Billing?

In the Subscriptions and Billing link you can review:

  • most recent payment
  • account status (up to date or other)
  • previous and current invoices, payment amounts and balances
  • subscriptions to the different components of the Wisenet Platform, including license level, expiry and number of concurrent user licenses

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License Expiry

In the event of your license lapsing or expiring due to non-payment, access to Wisenet will be suspended.  In this case your Wisenet Portal settings may be lost and require resetting when your account is settled and access restored

We will store your data as usual.  We will not delete your data except by arrangement, in accordance with our policies, or where your organisation’s contract with Wisenet has been terminated and completed.

What is the process for User Authentication in Wisenet?

A person (or persons) at each organisation with a Wisenet Portal security level of “Principal User” is responsible for the initial creation of each user account and then sending each user an invitation email which they must accept via a 2-factor authentication process in order to access any applications. The Principal User also determines the level of access a user will have within the application. The two authentication factors are:

  1. the user’s email address and
  2. mobile telephone number.

During the authentication process, the new user must confirm their email address and mobile telephone number to ensure it matches the information set by the Portal Administrator. A one-time security code is sent via SMS to the user’s mobile telephone number which must be input during the authentication process. Should any of these pieces of information be incorrect or not available, access will not be granted.

I want to invite someone who doesn’t have a mobile number

You will still need to specify a mobile number of someone that the user can easily contact. When they are going through the invitation process they just need to be on the phone with the owner of that mobile phone to get the code that will come through on that other mobile number. You’ll probably want to tell the invitee about all this in advance of sending the invitation.

A User has changed their mobile number and now can’t receive their 6 digit pin to login.

Mobile phone numbers and emails cannot be modified by the Portal Administrator and can only be edited by the User or by Wisenet.

  • Portal Administrator will need to log a support ticket with Wisenet and provide details of the User include Username, email and new mobile number.
I want to invite someone who has a USA mobile number

You will still need to specify a non-USA mobile number of someone that the user can easily contact. When they are going through the invitation process they just need to be on the phone with the owner of that mobile phone to get the code that will come through on that other mobile number. You’ll probably want to tell the invitee about all this in advance of sending the invitation.

We are not aware of issues with mobile numbers from any other country and we are working to resolve this issue for USA.

I have sent a New User invitation but they haven’t received an email.

Please check the junk mail and if your organisation has any firewalls that may prevent the email from going through. Try again. If this still does not work send the invite to another email address and the User can change their email address once they have logged in.

What and where is the Integration History page?

You can find the Integration History page in the Wisenet Portal. Only Portal Administrators of organisations with integration enabled can see the Integration History page.

The Integration History page shows a list of records that were copied from one system to another within the Wisenet platform. It is designed to help you to monitor the synchronisation of your records and to help troubleshoot issues if they occur.

Each entry in the list indicates clearly whether the synchronisation succeeded or failed. You can filter the history to only show any failed operations.

There are a number of reasons why a record might not be successfully copied between systems. For example, required data fields may be missing or there might be some temporary network issue that prevented the synchronisation. If a synchronisation did fail then there will be a message in the Details column that can help you to understand the reason.

Column list:

  • Name – the name of the record that was synchronised
  • From – the name of the system in which the record was created or modified, and the time when it was exported
  • To – the name of the system to which the record was copied, and the time when it was imported
  • Details – a message that explains the result of the operation

There are several options of failed import:

  • Validation error. In this case Detail column would contain something like: The field HomeFax is invalid. The field WorkTelephone is invalid.
    • To reimport message User has to modify source item, i.e. Client Page or Workplace Page to fix specified errors.
  • Unspecified Error. The system will try to reimport 3 times. You will see a message like this:

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How to Fix

Check the Integration History page, fix the error, and re-run export or wait for ten minutes to synchronise again. If the export is still not working please log a support request.

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