• After authenticating the plan sponsor, first check to confirm that they are actually locked out.
  • Go to PlanConnect/MPC Users/Sponsors and filter for the participant
  • If they are locked out, Locked Out will be True 
  • Click Unlock
  • If they can't remember their password, encourage them to click "retrieve password" on the sponsor site.  That will send a password reset link to their email under MPC Users.  Maye sure they are clicking "Retrieve Password" on the sponsor login page and not the Participant Login page. The email to reset the password can take up to 10 minutes to deliver.  
  • If they do not receive it, then reset their password by clicking on "view" and then "reset password" under MPC Users in PlanConnect
  • Sponsor Passwords are reset to:  (all lowercase) first initial, full last name, # of letters in last name. E.g. John Smith would be jsmith5.