Account Management
Overview
Use this guide to find help with common P1 account-management issues.
This article covers account lockouts, disabled accounts, duplicate accounts, account information updates, and display name changes.
Select the option below that best matches your issue. If the recommended steps do not resolve the problem, contact the Help Desk.
Choose your issue
| Issue | What You Need to Do |
|---|---|
| Unlock Your Account | Your account is locked or temporarily disabled after unsuccessful sign-in attempts. |
| Reactivate a Disabled Account | Your account is disabled and you need assistance restoring access. |
| Resolve Duplicate Account Issues | You believe you have more than one P1 account or receive an account-already-exists message. |
| Update Your Account Information | You need to update information associated with your P1 account. |
| Change Your Display Name | You need to change the name displayed in supported P1 services. |
Helpful resources
Account management vs. authentication
Some account issues are related to authentication rather than account management.
If you are having trouble with MFA, authenticator codes, passwords, YubiKey authentication, or DUO authentication, see MFA & Authentication Troubleshooting.
If you can successfully authenticate to P1 but cannot access a specific application, see the appropriate application access documentation.
Account information and CAC/ECA changes
If your account information or authentication changes after receiving, renewing, or replacing a CAC/ECA, do not create another P1 account.
For certificate-specific issues, use the applicable CAC documentation in the P1 Knowledge Base.
Contact the Help Desk
If the applicable article does not resolve your issue, contact the Help Desk.
When requesting assistance, provide:
- Account email: The email address associated with your P1 account.
- Issue: A short description of what is happening.
- Application: The P1 application or service involved, if applicable.
- Error message: The exact message displayed.
- Screenshot: Include a screenshot when possible.
- Recent changes: Mention a recent account update, CAC/ECA change, or other relevant change.
Providing this information helps the Help Desk determine whether the issue involves your account status, profile information, authentication, or application access.
Protect your account
Never include the following in a Help Desk request:
- Passwords
- Current MFA/OTP codes
- MFA QR codes
- Recovery codes
- YubiKey PINs
- Other authentication secrets
The Help Desk may send a secure verification, account recovery, password reset, or MFA setup link to the email address associated with your P1 account. Follow the instructions provided in the message.