(Agent Visible Only) Escalation Contact Availability:

IMPORTANT REMINDER: If someone with a suspended account uses the password reset form, no email will be sent out to them. We have permission to activate suspended accounts. Before escalating any cases where the user cannot log in and the email reminder is not showing up for them, make sure you do the following:

• - Look to see if the user has an account in the LMS.
• - If they do have an account, look for a “greyed-out” username. That indicates the account is suspended.
• - You can also tell if an account is suspended by checking to see if the “visible” (eye) icon to the right of their name and email address has a slash through it (just like hidden items in a course). If it does, the user's account is hidden/suspended.