If you’re a Plan Administrator (PA) or Advisor trying to assist an employee by unlocking their account but find that you’re unable to do so, don’t worry—we can help. Let’s break down the reasons why we have disabled this feature.
But first - before we continue with the article - if you need an account unlocked feel free to open a live chat and ask for a person, or email support@getmyhsa.com and an Agent will unlock it for you as soon as possible!
1. Enhanced Security for All Users
We’ve implemented this safeguard to protect sensitive employee and company information. Allowing Plan Administrators to unlock accounts posed a potential security risk, as it could enable unauthorized access to an employee’s account. By removing this ability, we ensure that:
Only Verified Users Regain Access: This prevents unauthorized individuals from accessing sensitive personal or financial information.
Company Accounts Stay Secure: Protecting employee accounts helps maintain the overall security of your company’s spending account.
2. Identity Verification is Key
To ensure the rightful account holder is regaining access, only myHSA staff can unlock accounts. This allows us to take extra steps to verify the identity of the person requesting access. These steps might include:
Verifying personal details or account activity.
Confirming security questions or other authentication factors.
This process ensures that the individual regaining access is indeed the account owner, not someone who may have gained access to their credentials.
3. The New Protocol
Under the updated protocol:
If an employee’s account is locked, the Plan Admin, Advisor or employee need to contact myHSA directly for assistance.
Plan Administrators and Advisors are no longer able to unlock accounts themselves.
MyHSA staff will work with you to verify the employees identity and unlock the account securely and quickly.
4. Why This Change Matters
This added security control helps protect everyone involved. It reduces the likelihood of unauthorized access and aligns with best practices for data security in today’s digital landscape. By centralizing the account unlocking process, we can ensure that:
Sensitive information is protected at all times.
Employees regain access to their accounts safely and quickly.
5. How Plan Administrators Can Help
Although you can no longer unlock employee accounts, you can still assist by guiding employees through the process:
Confirm Employee Contact Details: Ensure that whoever is requesting their account be unlocked really is your employee!
This change is all about improving the security of our platform while maintaining a seamless user experience. Thank you for your understanding and support in helping us keep accounts safe! If you have any questions or need further clarification, feel free to reach out to our support team.