Fix a locked ERE account
If your ERE account is locked or your credentials are rejected, the fix depends on the failure type. SSA/ERE controls the actual lock; once access is restored, a team admin updates credentials or clears the lock inside Chronicle.
Identify the failure mode
Match the alert or behavior to one of the four recovery paths.
What you see | Failure mode |
|---|---|
Credentials rejected or invalid password | Invalid credentials |
Account locked after too many login attempts | Login lock |
Claimant-folder or SSN access blocked | SSN lock |
Too many invalid SSNs entered; document refreshes paused | Max invalid SSN |
Invalid credentials
A team admin must update the stored ERE username and password in Chronicle after verifying they work on the SSA portal.
The team admin logs in to the ERE directly to confirm the username and password are correct.
In Chronicle, the admin updates the ERE credentials to the confirmed working values.
Chronicle resumes ERE checks automatically.
Login lock
Contact the SSA to unlock the account, then confirm access before clearing the lock in Chronicle.
Contact SSA ERE support to request an unlocking of the account.
Log in to the ERE directly to confirm the lock is lifted.
Have a team admin clear the login lock in Chronicle.
SSN lock
This blocks claimant-folder access. Contact SSA/ERE support to restore folder access, then clear the lock in Chronicle.
Contact SSA ERE support to unlock claimant-folder access.
Verify you can open the affected claimant folders in the ERE.
Have a team admin clear the SSN lock in Chronicle.
Max invalid SSN
Chronicle pauses document refreshes when the number of invalid SSN entries crosses the threshold set in your account. Recovery is either correcting the SSNs or waiting 24 hours.
Review the affected cases and correct any invalid SSN entries.
If you cannot correct them immediately, wait 24 hours for the refresh pause to lift automatically.
If the condition persists, contact SSA ERE support or your support team.
Only team members with the Manager / Rep, Admin, or Billing owner role can update ERE credentials or clear locks. If you do not have one of these roles, forward the issue to a team admin. For more details see View roles and permissions.