If a staff member's PIN is rejected on the medication amounts screen in Access Medication Management, even though they're entering the correct PIN, duplicate user accounts may be the cause. This can happen when a staff member has more than one user account with the same email address. Resetting the PIN alone may not fix the problem. You'll need access to the Users area in Admin.
Check for duplicate user accounts
Follow these steps to find any inactive account that uses the same email address as the active account.
Log in to Access Medication Management.
Click Admin, then click Users.
Search for the staff member using their full name.
Select the Display Inactive checkbox to show inactive accounts, if available.
Compare the email address on each inactive account with the email address of the active username. The two should not match.
⚠️Important: Before you edit an account, confirm it is genuinely inactive and is not needed for another purpose.
If an inactive account has the same email address as the active account, remove the email address from the email field of the inactive account.
Ask the user to repeat the witness process on the medication amounts screen.
Escalate if the PIN is still rejected
If the PIN is still rejected after you've checked for duplicate accounts, contact support to assist further. Include the following information when you escalate:
Full name and active username of the staff member.
Usernames and status of all related accounts found, both active and inactive.
Whether any email addresses were changed, and which account they were removed from.
Steps already tried, including the PIN reset.
Screenshot of the error on the medication amounts screen.