000033326 - How to request Back Office Super Administrator access in RSA Adaptive Authentication for eCommerce

Document created by RSA Customer Support Employee on Dec 20, 2016Last modified by RSA Customer Support on Jun 15, 2018
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Article Number000033326
Applies ToRSA Product Set: Adaptive Authentication for eCommerce
RSA Product/Service Type: Back Office
IssueA user with SuperAdmin privileges needs to reset his/her password but cannot find how to do so within RSA Adaptive Authentication for eCommerce.
CauseRSA Customer Support is no longer able to directly make changes to any RSA Adaptive Authentication for eCommerce Back Office user account requests.  Instead, the RSA SaaS Operations team must process requests to create or reset Super Administrator-level accounts.

These changes were to meet PCI compliance requirements.
ResolutionFollow the steps below if a user account with Super Administrator privileges needs to be created or the password for an existing account must be reset.
  1. Contact RSA Customer Support and provide the information below for the affected user.

    • Instance URL
    • First Name
    • Last Name
    • Desired Username (If request a new account)
    • User ID (if requesting a password reset)
    • Region
    • Group Name
    • Valid SMS-capable phone OR valid email address
    • Customer requires to be notified on SMS source number?  (Yes OR No)

      Make sure that the customer is requesting access and/or password reset for an account with Super Administrator privileges, otherwise the RSA SaaS Operations will not create the account and the user must contact his/her respective Super Administrator.

  2. The RSA SaaS Operations team will create the account or perform the password reset, depending on the request, and share the details directly with the customer.
  3. RSA Customer Support will then confirm with the customer that he/she is able to log in successfully.