1. ReloAccess Login Issues
1a. ReloAccess Transferee Login Issues
This KB Article includes all the possible scenarios of login issues of transferees and steps to resolve those issues.
This document includes the scenarios of users having multiple files or single file.
Escalation Point - Application Support Tier-2 Team
1b. ReloAccess Consultant Login Issues
This KB article includes all the possible scenarios of login issues of consultants and steps to resolve those issues including SSO and Non SSO link.
Escalation Point - IT Security Administration Team
1c. ReloAccess Client Login Issue
This KB Article shows all the possible steps to resolve client login issues including the different SSO and Non-SSO ReloAccess links they are using.
Also, it shows the steps to check if Client is SSO or Non-SSO in OE Admin tool.
Escalation Point - Application Support Tier-2 Team
2. ReloAccess Password Reset from OE Admin Tool
This KB Article shows how to reset password of Transferees from OE Admin tool. You will get an option to check the box “User must change password at next logon”.
OE Admin Tool Link: www.reloaccess.com/oeadmin
3. ReloAccess Linking/Unlinking Files Request for Transferee
NOTE: The below should only be performed by a BGRS Representative. If they do not know the process, we should refer them to this article for guidance.
This KB Article shows how to link the files of Transferees in Novus.
If a user has multiple files and he/she is registered using any of those files (should not be a cancelled file) and want to access a non-registered file so we can guide BGRS Representative to link the file, user is registered with to the file, he/she is trying to access.
Escalation Point - BGRS Representative
4. Consultant Unable to Search Employees
This KB Article shows the steps to fix the issue when consultants are unable to search for transferee files in ReloAccess and get nothing after typing in their name or file number in search box.
Escalation Point - IT Security Administration Team
5. Transferee Unable to Open Flexible Benefits Tab
If a transferee gets a loading page while clicking on Flexible Benefits tab under My Move in ReloAccess, please refer to this KB Article.
We need to open the details in ReloAccess and Novus to check if same details are updated in both the applications to make it work.
Escalation Point - Application Support Tier-2 Team
6. How to Add Delegates for a ReloAccess Account
If a Transferee wants to add a delegate for his/her ReloAccess profile, please refer to the KB Article to find the steps.
Expense Submission – If this type of access is given, delegates will only be able to submit expenses on Transferee behalf and cannot access other functionalities.
Full Access – Delegate will be able to use all the functionalities same as Transferee.
Escalation Point - Application Support Tier-2 Team
7. ReloAccess Banking
7a. How to Add Banking Details in Reloaccess
If a transferee wants to add a bank account in his/her ReloAccess account to get the reimbursement of Expenses, please refer to the KB Article which includes the steps to add bank details.
Escalation Point - Application Support Tier-2 Team
7b. How to Delete Banking Information in Reloaccess
If a Transferee wants to delete/modify his banking details in ReloAccess.
Please refer to the KB Article to follow the steps.
Escalation Point - Customer Enrollments
7c. Unable to Add Bank Details in Reloaccess
If a Transferee is unable to add bank details, please refer this KB Article.
Escalation Point - Application Support Tier-2
8. E-Signature Task for Affiliated Business Disclosure - An unexpected error has occurred
If a Transferee is logging into Reloaccess and clicking on Tasks tab and then opening the document and getting the error message "An unexpected error has occurred, please refer the KB Article to follow the resolution steps.
Escalation Point - Application Support Tier-2 Team