As your agency's account admin, you're the first stop when someone can't sign in or needs access to AASHTOWare Safety. This article covers the user issues that come up most often: what the user sees, why it happens, and how to fix it. Everything here is done in Settings > Users with the Admin role.
ℹ️ Note: When your users chat with Numetric support about signing in or getting access, they're directed to you. Numetric support doesn't unlock accounts or send invitations through chat.
Find the Issue
What the user tells you | What to do |
"My account is locked out." | |
"I forgot my password." | |
"Please set an initial password before attempting to change it." | |
"You are not authorized to access this organization." | |
"I never got an invitation," or the link expired | |
"I need access." | |
"My email address changed." | |
"I can't see an app or data I need." | |
Someone left your agency |
Unlock a Locked Account
A locked user sees this message when they try to sign in:
(The locked account message)
Why It Happens
They entered the wrong password too many times.
They haven't signed in for longer than your site allows. Your Lockouts settings on the Security page control both.
An admin locked their account.
How to Fix It
From the application menu in the top left corner, select Settings.
Under Organization, click Users. Locked users show Locked Out: Since and the date.
Click the three dots at the far right of the user's row, and select Unlock.
(Unlocking a user)
The user can sign in again right away. If they also forgot their password, they can reset it now.
⚠️ Warning: Resetting a password doesn't unlock an account. If the account is locked, unlock it first.
Help a User Who Forgot Their Password
Users reset their own passwords:
On the sign-in page, they click Forgot Password?.
They enter the email address for their account and click Send Email.
They open the email and follow the link to create a new password.
If the reset email doesn't arrive:
Ask them to check their spam, junk, or quarantine folder. Some agency email filters hold messages from outside senders.
Check that the email address they're using matches the one in your Users list.
If they're listed on the Invitations tab instead of the Users tab, they never finished creating their account. Resend their invitation.
Resend an Invitation
Resend the invitation when a user:
Sees "Please set an initial password before attempting to change it." This means they never finished creating their account.
Never received their invitation, or the link expired. Invitations expire after 14 days.
Go to Settings > Users, and click the Invitations tab.
Click the three dots at the far right of the user's row, and select Resend.
(Resending an invitation)
The user receives a new email from Numetric Support. Ask them to use the link in the newest email. If their email address is wrong, select Remove instead, and invite them again with the right address.
Fix "You Are Not Authorized to Access This Organization"
This message appears when a user signs in to a site they don't have an account for, or before they finish accepting their invitation.
Confirm they're using your agency's AASHTOWare Safety web address. Users with accounts on more than one site sometimes sign in to the wrong one.
Look for their email address in Settings > Users:
On the Invitations tab: They haven't finished creating their account. Resend their invitation.
Not listed at all: They don't have an account. If your agency approves their access, invite them.
Invite a New User
Your agency decides who gets access. When you approve a request:
Go to Settings > Users, and click + Invite New User.
Enter the person's email address. To invite several people at once, separate the addresses with spaces.
Under Role, choose an Existing Role, or choose Custom Role and set their permissions.
Click Invite.
(Inviting a new user)
ℹ️ Note: If anyone in a group of addresses already has an account, the invitation isn't sent to anyone in that group. Invite that person separately.
Move a User to a New Email Address
A user's email address can't be changed. Edit Profile updates only their name, title, and organization type.
(The email address can't be edited)
To move a user to a new email address:
Invite their new email address with the same role.
After they accept the invitation, remove their old account and transfer its dashboards, datasets, tables, sources, portals, and email updates to their new account.
Change What a User Can Access
When a user can't see an app or data they need, check their role:
Go to Settings > Users.
Click Edit Role & Permissions (the pencil icon) on the user's row.
Choose a different role, or update their permissions for Apps, Data Management, and Features.
Lock or Remove a User Who Leaves
When someone leaves your agency or no longer needs access:
Lock their account to block access right away. Locked users keep everything they've saved, including saved queries and screenings. You can also set a lock for a future date.
Remove their account to delete it. When you remove a user, you choose whether to transfer their dashboards, datasets, tables, sources, portals, and email updates to another user or delete them.
Both options are in the three-dot menu on the user's row in Settings > Users.