Accela Account Management Changes FAQs

Add a Contact Button Removal

Why is this happening?
The city of Seattle is making changes to the Seattle Services Portal to give you more control over who can access your account and records.  Only one contact will be allowed for each account. 

I liked the old feature of adding contacts. How can this feature be reinstated?
The feature to 'add a contact' to your account management will no longer be available, but delegating your account to a contact will provide the same functionality.

I have multiple contacts in my account because I have more than one contact, but they are all me.
The Seattle Services Portal help desk can help you merge all your contacts, so you have one contact. All the records associated with the duplicate contacts will be associated with the remaining merged contact.  If you are emailing the help desk, please be sure to include the details of which contact is the correct contact.

I have myself and my business listed as contacts in my account. 
A business and an individual are considered two separate contacts.  If you have not already done so, you should create two separate Seattle Services accounts.  Then, use the delegate feature to access records from both accounts. 

I used to be able to select my most frequent contacts from the 'Select from Account' option.
The ‘Select from Account’ will automatically add you as the Contact Type since there is now only one Contact in your account.  To use other contacts, use the ‘LOOK UP’ button.

Our colleague who was responsible for submitting all applications is no longer with the company. We have no way of accessing his account.
The Seattle Services Portal help desk can help add the new contact(s) to those records so the appropriate individuals can access the records.

My colleague and I work for company X and need access to each other’s records.
The delegate feature allows access to other’s account. Please refer to the delegate help articles.

How do I remove the contacts?
See the bottom of this document for instructions on how to remove additional contacts.

Delegate Feature

What is a delegate?
The delegate feature allows you give someone else access to your account and/or records.  For more information see this help article: How to Add a Delegate to Your Account. 

How do I connect my Individual account with my business account? (or how do I connect the other contacts back to my account?)
If your individual account and business account have the same email, you will need to create distinct emails for each.  (The Seattle Services Portal requires a unique email address).  When both contacts have their own email, create a Seattle Services Portal account for each and then delegate each account to the other.

Examples and Resolutions for Multiple Contacts

Your account has multiple contacts that are a variation of the same contact.
The contacts need to be merged.  You should decide which contact is correct.  All the records associated with the duplicate contacts will be associated with the remaining merged contact.  Email the help desk at [e-mail] and provide the current contact details. The help desk will merge your contacts.

Your account has an Individual and Organization/Business contact and the contact details have the same email as your login. 
If you would like to keep both contacts, you will need to create separate Seattle Services Portal user accounts and then use the Delegate feature to access both accounts.

Your account has Individual and Organization/Business contacts and at least one of the contact details emails are DIFFERENT from your login email.
If you would like to keep both contacts, you will need to create separate Seattle Services Portal user accounts and then use the Delegate feature to access both accounts. 

You have multiple contacts listed that are from same company.  The contact details and emails are DIFFERENT.
You need to remove the additional contacts.  You can use the delegate feature to access the other people’s accounts.

You have multiple contacts listed that are different from your contact details.
You need to remove the additional contacts.  You can use the delegate feature to access the other people’s accounts.

The Seattle Services User is no longer with the Organization and others need access to those records.
Call the help desk and request that the new contact be added to all the records.  If the new contact does not have a portal account, they will need to create one.

How to Remove Additional Contacts

1. Log into to your Seattle Services Portal
2. Select Account Management
3. Scroll down to the Contact Information section
4. Next to the contact that will be removed, click Actions
5. Click Remove
6. Click OK when the pop-up message ‘Are you sure you want to delete this record?’ appears