Likely cause

Agent used new credentials to access website but did not update credentials in Comparative Rater tool

 

Solution

If given the pictured login screen, agent should enter OLD User ID to complete their current task.

To prevent issue happening again, agent should update credentials in their Comparative Rater tool to NEW User ID, as instructed in the email.

Likely cause

Agent updated credentials in Comparative Rater tool, but has not yet visited new site URL and used new credentials there

 

Solution

If given the pictured login screen, agent should enter NEW User ID to complete their current task.

To prevent issue happening again, agent should visit new site new site URL and login with NEW User ID, as instructed in the email.

Likely cause

Agent already has a personal and/or work-based Microsoft Online account (IT determined that around 50 agencies already work with Microsoft Online accounts)

 

Solution

Agent should select User another account, then enter their NEW User ID and existing password, as instructed in the email.

Find more info on dealing with multiple Microsoft Online accounts: https://pemco.com/agent-login-ms

Likely cause

Agent is already logged in to a personal and/or work-based Microsoft Online account (IT determined that around 50 agencies already work with Microsoft Online accounts)

 

Solution

Agent should force logout from current MS account at this link:https://login.microsoftonline.com/logout.srf, then close and reopen browser. Then visit new site again and enter NEW User ID.

Find more info on dealing with multiple Microsoft Online accounts: https://pemco.com/agent-login-ms

Likely cause

Agent has mistakenly arrived at PEMCO's internal-only SharePoint URL (https://pemcoins.sharepoint.com/) instead of the longer version where the agent site resides (https://pemcoins.sharepoint.com/sites/Pemcoagents)

 

Solution

Agent should access the PEMCO agent site via this URL: https://pemcoins.sharepoint.com/sites/Pemcoagents

Solution

Agent has three options:

1. Open new site in a separate browser
2. Open new site in same browser, but in a Private window
3. Create an additional user profile within the browser
   *This option requires the most agent time to set up initially, but is recommended for agents who need to work in multiple accounts throughout the day and/or use a password manager like LastPass or RoboForm

Details here: https://pemco.com/agent-login-ms

Likely cause

Agent is using a third-party password management tool such as RoboForm or LastPass. The tool automatically saved the redirect URL, but Microsoft won't allow direct access.

 

Solution

Agent should access their password mananger and manually set the PEMCO URL to https://pemcoins.sharepoint.com/sites/Pemcoagents

Details here: https://pemco.com/agent-login-ms#pwMGMT

Likely cause

When navigating within Policy Sales and Service, agent tries to access a link called OnBase Inbox which gives them Declaration and Notice documents tied to their Agency ID for a range of time.

 

Solution

1. Take note of the Agency Contract Number from the OnBase Inbox page:
   
2. Click on System Tools from the Pemco Agents website
3. Select Documents (OnBase):
   
4. Select DocPop - Community Agent Inbox
5. Enter your CAW Agency ID which is the Agency Contract Number from the OnBase Inbox page
6. Double-click the Effective Date label to search by range, enter the beginning date of your range
7. Click the AND label next to the Effective Date until it says TO
8. Enter the ending date of your range
9. Click the Search button
   
10. The search result should populate on the right side. You can double-click on any of the results to show which document you are looking for.