Unable to log into the call recording portal

Reasons a customer will be unable to log into the call recording portal:

• They are using the incorrect login details
• The account has been blocked
• They do not have permission to log into the call recording portal

They are using the incorrect login details
You can confirm the username by going to “Call Recordings” in the MyBonline portal.
Here you will be able to view the login/username.
If you need to reset the password you can click the “Forgot Password?” option.

The account has been blocked
Administrators get blocked when they enter the incorrect login details 3 times. This includes both incorrect login/username and/or password.
You will be able to see if the Administrator is blocked by checking the “blocked” status.
If they are blocked you can tick the check box, click the drop-down at the bottom of the page and click “unblock”

They do not have permission to log into the call recording portal
Automation should automatically give Administrators who have automatic call recording access to view them.
If you do come across an account that does not have this permission please escalate it to your Team Lead in order for us to investigate and review automation.
You can check if they have permission by clicking on the “edit” icon and scrolling to the bottom of the page to view enabled permissions.