1. SCRIPT: That message normally indicates that you do not have an account
on the platform.
2. ACTION: If the user is a new member of staff or a new user:
a. SCRIPT: As you are a new user, it may take some time before your
account is active. This is normal and not a cause for concern. Please try to
access the account in 24 hours’ time and contact us again if you are still
3. ACTION: If the user is not new to the system:
a. Escalate to system administrator/CM Group.
b. SCRIPT: I have raised a support ticket and escalated this to second line
support. I will get back to you when I have further information.