User maintenance involves supporting portal users so that they can log in and use the portal. The most common problems occur when users either forget their user name or password.

There are tools both within DB Precision as well as within the portal itself to help users with this. For Sponsor Contacts, portal assistance must be managed using DB Precision. However, for participants, it is recommended that portal assistance be provided using the portal rather than using DB Precision.

1. Using the Portal for Assistance: to assist participants with portal issues, the easiest thing to do is to log in (as an administrator) to the portal, open the plan sponsor, and then open the participant that is having trouble logging in.
   
   Press the Participant Security button from the portal's menu and use this screen to either determine the user's ID, unlock the user, or reset the user's password. An email section of this screen will then allow you to email the participant the relevant information.
2. Using DB Precision for Assistance: to assist users by using DB Precision, open the participant (for participant users) or the sponsor and select the sponsor contact on the tree (for sponsor contact users), and then select Tools - Manage Portal Security from the main ribbon.
   
   From there, you will either be able to retrieve the user's ID, unlock the user, or reset their password.