Help
Troubleshooting
Quick fixes for the most common portal hiccups.
Signing in and access
Everything in my sidebar is greyed out
Step 1 isn't finished. Go to Settings, click Save Privacy Officer under Privacy Officer Assignment, and click Save Organization under Organization Information. Everything unlocks right away. See Initial settings.
I keep landing on Choose Your Plan
Your organization's subscription isn't active (a payment may be processing or may have failed). This affects everyone in your organization. Email hello@oneguyconsulting.com.
I paid, but it says my account is being activated
Wait a moment and click Refresh Page. If it still doesn't activate, email us.
Invalid login credentials
Double-check your email and password, or reset it: type your email on the sign-in page and click Forgot password?.
My password reset link expired
Request a new one from the sign-in page.
I can't find a change-password option
There isn't one inside the portal. Sign out and use Forgot password?.
Employees and training
My invited employee isn't in the list
They appear after they finish the onboarding email. Ask them to check spam, or click Re-send Invite.
Policies weren't assigned to someone
They need to finish onboarding first. Then assign from Employees > Assign Training & Policies.
An employee didn't get a policy email
Policy emails go only to active employees with a portal account at the moment you publish. Assign the policy from Employees; they can sign it from My Policies.
Submit Attestation is greyed out
Tick the box, type your full name, and add a signature. Using Type? Click Save Signature.
My drawn signature only captured one line
The pad saves when you lift your pen. Draw in one continuous stroke, or use Type.
Where's my training certificate?
Certificates aren't available yet. Completion is recorded on the Training Records page (the button on the Employees page), which you can export as a CSV.
I'm a Privacy Officer. Where's my training?
Sidebar My Training.
Assessments, plans, and vendors
Complete Assessment is greyed out
Answer all 63 SRA questions.
I need to change my SRA answers
Completed SRAs are locked. Email hello@oneguyconsulting.com.
Export PDF does nothing on Remediation Plans
Allow pop-ups for the portal and try again.
A download link stopped working
Document links expire after a few minutes. Click Download again.
The Vendor Profile still says Awaiting Signature
Reload the page in your browser.
My vendor says the signing link expired
Click Resend BAA on the Vendor Profile to make a new link.
My vendor is asked to sign in to the questionnaire
Email hello@oneguyconsulting.com and we'll sort it out.
Still stuck? Contact support.