NOTE: This article is geared towards payroll administrators. If you are an Employee Self Service level user whose account is locked, you will need to contact your company's payroll administrator for assistance with logging in.
Go to Employee Maintenance > General in iSolved. If managing terminated records, use the Status filter to select "Terminated" employees before proceeding.
In the lower right corner, you'll see a section for the employee's email address (Self-Service Email):
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If the employee is new to Self Service and is trying to access their pay stubs and/or W-2 online, enter their email address in Self Service Address, check the box labelled "Enable Self-Service Access", and save.
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If the employee has been set up for Self-Service in the past and is locked out, un-check the "Enable Self-Service Access" button. Save the change, then re-check the box, and save again. This will generate an entirely new enrollment email for the employee.
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The Employee can also use the "Forgot Password" option to reset their account. If this option results in them not receiving the access code contact our service teams to be able to do a complete account reset for the employee.- If an employee encounters an “Invalid code” error during Self-Service access verification, uncheck the “Enable Self-Service Access” option and save the changes. Re-check the “Enable Self-Service Access” option and save again to send a new activation email. Instruct the employee to complete the activation process on a desktop or laptop using Google Chrome. Before clicking the activation link, ensure the browser’s cache and cookies are cleared on the device. Open the new activation email and click the link to finish the setup process. After completing the web setup, the employee can download and use the mobile app.
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If there was a change in the phone number used for verification, contact the service team as there will need to be a complete reset.
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If assisting a terminated employee with accessing their W-2, navigate to their record as detailed in "Employee Maintenance" and ensure their Self-Service email is active.
Enrollment emails contain instructions for the employee regarding their first-time login and getting their account set up. The activation link in the email expires after 72 hours, so if the employee is having trouble with the link not working, go through the steps above to generate a fresh email. For terminated employees, after generating an enrollment email through the reset process highlighted above, confirm that their profile has the correct status filtering to include 'Terminated' employees to ensure seamless access to their W-2s.To ensure a smooth activation process, always use a desktop or laptop with an updated version of Google Chrome. Clear the browser’s cache and cookies before starting the activation process, and ensure the activation email is opened on the same device where the setup will be completed.
If you are a payroll administrator or partner user and have been locked out of your main iSolved login, or if all troubleshooting steps have failed and the employee is still locked out, contact DP Customer Service for assistance with a reset.
Comments
14 comments
Need a password word
Libby
I can get in
I can get in
I can get in
I can't login into my account
ugh, this is awful
How can cancel a oldaccount and start a new one. I am with a different company now.
Need set up user is and password
I forgot my username and password
How do I log into my account
I'm a employee of a company who uses dominion payroll but I cannot login to my account to see my payroll and it says my account is disabled
Forgot my user name and password
Can't access my account. I have been trying for 2 months now
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