This section covers problems which are not specific to the 3DEXPERIENCE Platform, However are important info to have for smooth operation.

User did not receive the Get Started email 

Please check with sales representative if the CLOSA agreement is signed, usually a link should be sent to accept the agreement and once accepted user should receive the "Get Started" email. 

In case the email to accept CLOSA agreement is deleted by mistake then 3DS Sales Representative should be able to help. 

Tenant Management - Admin of the tenant is no longer available

Often, there are situations where the admin of a tenant is no longer available to manage the tenant. This usually is related to the admin no longer working for the company, on extended vacation, or similar. In these cases, there are multiple options for managing the tenant which can be done without the unavailable admin.

1. Are there other admins on the tenant?
   1. Tenants can have multiple admins. In fact all users on a tenant can be made admin if desired, and these admins are able to invite new users, remove inactive users, promote other users to admin, and re-assign licenses amongst users.
   2. Suggestion may be to seek an existing admin to perform the desired tenant management.
2. If there are no other admins, are there other users on the tenant?
   1. All users on a tenant can be made admin if desired, and these admins are able to invite new users, remove inactive users, promote other users to admin, and re-assign licenses amongst users.
   2. Suggestion may be to open an SR to request a particular user be promoted to admin. Then, this new admin will be able to perform the desired tenant management.
3. If the one unavailable admin is the only user on the tenant, is the admin out short-term or long-term?
   1. For the short-term scenario, it may be suggested to contact 3DS sales about additional licenses to enable additional users on the tenant. 
      1. If new users need to be promoted to admin, an SR can be opened to request new users be promoted to admin once the additional licenses are available.
   2. For the long-term scenario, it may be suggested to open an SR to request an inactive admin be removed from the tenant and replaced with a new admin user.