I have been getting calls lately from producers who are trying to log into the system and get an error that states "Incorrect GA for user credentials." What is this and how does it get fixed?
From a SureLC standpoint, there is nothing to fix. The issue is that they are trying to log into your agency's SureLC program using log in credentials for another profile they have in SureLC under another agency, or vice versa.
The key here is to make sure they are using the weblink unique to your agency's SureLC web portal and that they are using the log in credentials unique to their profile under your agency.
Example. A producer has a SureLC profile under your agency and with another agency, lets call it ABC Agency. You send the producer a link to your agency's SureLC portal. They click the link and get to the log in page, but enter the log in credentials for the ABC Agency profile by mistake. They'll see the error message, "Incorrect GA for user credentials." The opposite is also true. If they use the link to login to the ABC Agency SureLC portal, and enter the log in credentials for their profile under your agency, they will get the same error message.
Please Note**** A producer can have several SureLC profiles under several different agency's that use the program, and while each profile can use the same e-mail address as the log in, each must have different password and be accessed from the the unique SureLC web link for each agency.****
If you can confirm the agent is using the link you sent him/her that allows access to your agency's SureLC portal, AND they already have a SureLC profile under your agency, AND they don't know the password to log into that profile, they need to click on Password Recovery and follow the prompts to reset the password. Once complete, the password for their profile under your agency will be reset and they will be able to gain access as needed. The link below will take you to instructions on how producers reset their password.
Additionally, if you can confirm the agent is using the link you sent him/her that allows access to your agency's SureLC portal, and they do not already have a SureLC profile under your agency, when they get to the log in screen, they will click on New User and register with your agency. The fact that they might have a SureLC profile under another agency, makes no difference, They still need to register under your agency, a process during which they will create the unique password associated with their SureLC profile under your agency. Here in a link to a tutorial on how producers register in SureLC.
Once again, the key here is that the producer is...
1. Using the SureLC web link that is unique to your agency
2. Using the log in credentials that are unique to their profile under your agency.