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Lauren

We entered the wrong email address into Tapestry, giving a stranger access.

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The most important thing to do to begin with is to deactivate that user account. You can do that from the manage relative/staff page (whichever is appropriate for the user) within the control panel.

 

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Find their name and then use the cog along the line from their name to deactivate or delete them. It doesn't matter which you do - in either case they won't be able to login anymore. If you just deactivate them then they will stay on your account indefinitely, but in a different section. If you're sure this is the wrong address, deleting them would be better because it means they're less likely to be accidentally reactivated. 

 

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Once you have done that, or straight away if you're not confident using Tapestry and would like us to do it for you, please get in touch with the customer service team at Tapestry (see the below paragraph for details of how to do this) and we will check that their access has been revoked. If necessary we can lock down your whole account, for example if they were added as a manager and so potentially could have set up another login or changed passwords so they can continue to access the account. 

To do that please click on your name in the top right hand corner and go to 'Contact Us'. Alternatively you can send an email to customer.service@eyfs.info. If email us though please make sure you message us from the email address you or another manager uses to sign into Tapestry - that way we will be able to help you a lot more quickly and efficiently because we will know we're speaking to the right person. 

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Please use the 'in brief' text box or subject line to make it clear this is an issue about security. We keep an eye out for those ones. So for example you could say 'Account Breach' or 'Wrong person added to Tapestry'.
 

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We will respond to that as soon as we see it, at which point we will take you through the next steps either over email or over the phone if possible. 

While you wait to hear back from us though, you can start seeing what the person who was added to your account has done whilst logged in, if indeed they logged in at all. 

To do that, you need to go to your 'Events' in the control panel. 

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Then, use the 'Filter & Sort Events' bar (it's hidden in the screen shot below, but it's where the first red arrow is pointing to) to search for the user's name. Remember to press 'Submit' when you have typed it in.

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That will then show you everything to do with that user - including when they were added, when they've logged in, which observations they've accessed, and what they've added to Tapestry. 

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This will help you to establish exactly what happened and will help you if you need to inform the ICO and any data subjects (or their relatives) who might have been affected.

You might also want to add a new staff member/relative account for the person you intended to set up. This tutorial will explain how to add a staff member and this one will explain how to add a relative if you're unsure. 

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