Provider Portal has two types of user accounts: provider users (for service providers) and local authority users (for council staff). Provider accounts are created in Mosaic Admin, then activated in Provider Portal. This article covers the full process for both user types, including account creation, activation, cloning, and password management.
Create a provider user account
Step 1: Create the logon in Mosaic Admin
Log in to Mosaic Admin and open the Users screen.
Click Add to create a new user.
Complete all mandatory fields (marked with a red asterisk).
Enter an initial password that conforms to the account policy. The provider will set their own password during activation.
Select Provider User from the User type dropdown.
Click Save.
Step 2: Grant access to data
Locate the user in Mosaic Admin and click Edit.
Navigate to the Non-Residential tab.
Move the relevant service providers from the Available list to the Granted list.
Click Save.
Step 3: Activate the logon in Provider Portal
Log in to Provider Portal as a local authority user.
Open the Users screen. Users not yet activated have a status of Created.
Click on the user's name to open their details.
Select a Security Question and enter an Answer.
Record these details to share with the service provider — they will need them to complete activation.
Click Activate. An activation email is sent to the user's email address.
⚠️Important: The activation link in the email is valid for 24 hours. Send activation emails in a controlled fashion and ensure providers activate within this window. The activation email can be resent if needed.
Step 4: Grant role permissions
Locate and edit the user in Provider Portal.
Navigate to the Roles tab.
Move the relevant roles from the Available list to the Granted list.
Click Save.
Activate a provider account (provider steps)
When a provider receives the activation email:
Click the link in the email (or paste it into a browser).
Enter the details that were set up during activation (these must match exactly).
Enter and confirm a new password that conforms to the account policy.
Click Activate.
Click the login link to access Provider Portal. Save this link for future use.
Update your details after activation
Navigate to My Details.
Update the Security Question and Answer if needed.
Enter your Current Password and click Save.
Change your password
Navigate to Change Password.
Enter your Current Password, New Password, and Confirm New Password.
Click Submit.
Log out and log back in with the new password.
Clone a provider account
The primary provider account can create copies (clones) of itself. Cloned accounts inherit the same data and role permissions, except the ability to clone.
Log in to Provider Portal as a service provider.
Open the Clone My Account screen.
Enter a First Name, Surname, and Email Address for the new account.
Click Clone.
Select a Security Question and enter an Answer.
Click Activate. An activation email is sent to the new user.
📌Note: The email address for the cloned account must not match any other active account in Provider Portal.
Create a local authority user account
Log in to Mosaic Admin and open the Users screen.
Click Add to create a new user.
Complete all mandatory fields.
Enter a password that conforms to the account policy.
Select the appropriate User type (for example, Council Admin User).
Click Save.
Grant access to Mosaic Admin functionality
1. Locate and edit the user in Mosaic Admin.
2. Navigate to the Roles tab.
3. Move the relevant roles from the Available list to the Grant list.
4. Click Save.
Grant Provider Portal access
If Council Admin User or Provider User was selected as the user type, the account can also log in to Provider Portal. Set up data access and role permissions in the same way as for a provider user.
Reset a forgotten password
Provider Portal
On the Provider Portal login screen, click Forgotten your password?
Enter your email address (and complete the CAPTCHA if shown).
Click Submit. A password reset email is sent if the address matches a valid account.
Click the link in the email.
Re-enter your security details, enter a new password, and click Submit.
Mosaic Admin
On the Mosaic Admin login screen, click Forgotten your password?
Enter your email address (and complete the CAPTCHA if shown).
Click Submit.
Click the link in the email and follow the same process.
Reactivate a provider logon
If a provider account needs reactivating:
Log in to Provider Portal as a local authority user.
Open the Users screen and click on the provider user record.
Click Reactivate. This follows the same process as initial activation.
Troubleshoot activation emails
If activation emails are not being received:
Log in to Mosaic Admin and open the Email Sender screen.
Review the summary of messages by status.
Click View to expand the list.
Check for non-zero values in the Fail Count column.
Click View Error to see the error from the mail server.
Once the mail server issue is resolved, reactivate the account to send a fresh activation email.
Configure account policy
Both Provider Portal and Mosaic Admin have separate Account Policy screens for controlling security settings including password length, complexity requirements, and CAPTCHA challenges.
Access account policy settings via Security > Account Policy in either portal, or through the System Settings screen.
Create and manage user roles
1. Log in to Mosaic Admin with administrative permissions.
2. Open the Role section.
3. Click New to create a role.
4. Enter a name and description.
5. Select the screens and options you want to include in the role.
6. Click Save.