Frequently Asked Questions
Why did Visier create a new service portal?
The Visier Service Portal changes how you access information to facilitate how you learn, communicate, and grow your knowledge of Visier and people analytics. We’re incredibly excited about what this new interactive experience brings to our customers and our partners.
Over the past few months, we’ve improved all aspects of our portal to re-energize our online community experience. The goal is to give you more information at your fingertips when you need it.
Do you need to register to access the Visier Service Portal?
Yes, you do. As a first time user, you have to register your email address that is associated with the Visier People application. When registered, you receive an activation email to access the new Service Portal. This email comes from email@example.com.
: You must use the activation link in the email to activate your account before you can sign in to the Visier Service Portal.
When you’ve activated your account, you can sign in to the Visier Service Portal right away. It takes approximately four hours to synch up the information into our database and apply the updates based on the type of access profile assigned to your account.
Will any automatic activation email be sent to ALL Visier users?
No. The activation email is ONLY sent to the new user who signs up for the first time on the Visier Service Portal.
What if you didn’t activate your account using the activation link within seven days?
What do you do when you receive the message: “A user with this email already exists.”
If your company has SSO enabled for your Visier account, do you still need to activate your Visier Service Portal account?
Yes, you do. The Visier Service Portal, which doesn’t have Single Sign-On (SSO), is a separate platform from the Visier People application. You need a user account and password to access the service portal. Your company’s SSO into your Visier People application remains in effect.
: To access all areas of the Visier Service Portal including Visier Academy, you must have an active Visier People user account and use the same email address when you register with the Visier Service Portal.
After you meet the above requirements and register with the Visier Service Portal, it takes approximately four hours to apply these updates to your account. If you continue having difficulty after that time, please contact Visier Support at 1-855-331-6952.
How do you reset your password?
1. On the Sign In page, shown next, click the Forgot Password option:
2. In the Username field, add your email address with which you first registered with the Visier Service Portal and click Reset via Email to receive the Reset Password link in an email.
How do you sign in to the Visier Service Portal?
: To access all areas of the Visier Service Portal including Visier Academy, you must have a Visier People user account and use the same email address.
After you’ve activated your account by clicking the activation link in the email and completing the initial registration, you can sign in to the Visier Service Portal by doing the following:
- In your browser, enter /portal-login/ or if you’re logged in to your Visier People application, click Help. You’re redirected to the service portal’s Sign In page.
- Enter your email address (as your username) and your password, and click Sign in.
What happens when you register the Visier Service Portal using an email address that’s NOT associated with Visier People?
If you register with an account that’s NOT associated with Visier People, your account has limited access to the Visier Service Portal. You can participate in forum discussions only, however you cannot access these other Visier resources:
- Visier Academy where you find the eLearning courses, training videos, and webinars on how to use Visier People solutions
- Request Technical Support and other services from Visier
- Knowledge Library which includes product documentation, best practice guidance, and how-to articles
How do you access Visier Academy?
You can access the Visier Academy by doing the following:
- Sign in to the Visier Service Portal as described earlier in these FAQs.
- When you’re signed in, on the menu click Visier Academy, as shown next.
How do you create a new Technical Support case?
Note: You need to have either the Visier Case Requester or Visier Case Manager profile assigned in your Visier People application to allow you to create support cases. If, after trying to raise a support case (or any other request from the service catalogue), all the fields are greyed out and you are unable to complete the form please contact your Visier People Administrator to assign one of the required access profiles (Case Requestor or Case Manager). For more information on the different types of access profiles, please refer to this knowledge article.
To create a new support case when you have the correct profile assigned:
- Sign in to the Visier Service Portal (as described earlier in these FAQs) to request Technical Support services.
On the menu, click Support, as shown next.
Click Open a case and follow the instructions in this knowledge article, under the How to log a Technical Support case heading.
Why can’t you see anything in the View cases option under the Support section?
If you’re a Visier People user, but you see a message saying No records in Case when you click into the View cases option, make sure that you have the Visier Case Requester access profile attached to your account. If you have raised one or more cases with Visier, these will then be visible to you in this section. Contact your Visier People Administrator to assign this access profile.
If you’re a Visier People Administrator, but you see a message saying No records in Case when you click into the View cases option, make sure you have the Visier Case Manager access profile attached to your account. Please contact another Visier People Administrator to assign this access profile to you.
For more information on the different types of access profiles, please refer to this knowledge article.