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Website Access FAQs

We recently announced some changes coming to the login process for AscendRMS.com after February 20, 2016. This week, we’ll tackle some of the most common questions we’re receiving.

After February 20th, visitors without a shop-specific account will be unable to log in to the website – which means you’ll lose access to new and updated vendor product lists, system import templates (customers, purchase order, etc.), installers and drivers, how-to guides, and more!

Request your account(s) today.

Does this replace the ascendsupport login? Yes! If you log in with the ascendsupport login for the first few weeks after the switch, you’ll receive a page with a reminder of the switch and a link to reset your account password (or to sign up for a new account, if you haven’t already done so). However, you will not be able to access any content. After this introductory period, the ascendsupport login will not work at all.

Why are you making this change? Currently, all users worldwide are using the same login information for the website, and that information is fairly easy to guess – both of which are big security no-nos. Our main goal is to protect our users – you. While we’ve never had any breaches or hacks, we believe that an ounce of prevention is worth a pound of cure.

As an additional benefit, these personalized accounts will also allow us to provide you with personalized content. Trek retailer? Access custom queries to analyze your data for Trek Certified Services or for an upcoming CI event, or get setup instructions for handling a recent recall. Use Chase Paymentech™ for integrated payment processing? Get drivers and promotional images for your payment processing device. QuickBooks® user? Get integration how-to guides and checklists for managing your daily/weekly/monthly/yearly tasks. And that’s just the beginning!

Is this the same login as I use for Ascend (or Trek) University or for Ascend Analytics? The user name will likely end up being different than any of your other Ascend accounts. Your Trek University login will, however, currently work for Ascend University.

All of your Ascend accounts won’t be connected to each other at first, but we do have plans to eventually get to that point! However, we’re still in the very early stages of looking into the required technology, so we’re not really sure how long it will take to implement – but we do know that we’ll be doing so based on email address. So to make sure you’re prepared as soon as we are, and to ensure the migration goes as smoothly as possible, ensure you’re using the same address for all of your Ascend-related accounts (including your user account in the Ascend client).

Will my employees still have access to training materials? For the most part, yes. Our online help – including print/PDF versions provided within topics – will remain accessible from both the Ascend client and AscendRMS.com without a login. Ascend University modules will require an account, as it does currently. All other queries, installer and driver files, and limited-time how-to guides (i.e. everything contained on the Downloads page of the Retailer Portal) will require a login.

When will I get my new account? We’ll begin to set up accounts after February 20. Once we do, you’ll receive an email with your new account information and instructions for setting your password.

I can’t remember whether I already requested an account: Not a problem! The accounts will be tied to email addresses, so if you accidentally fill out the form twice, you’ll still only have one account – no need to worry about duplicates.

Do I really need to set up multiple accounts? We’d highly recommend you do – doing so will make it easier for you to manage who has access to the site, and will provide greater overall security. For example, if all employees have the password to the shared account and one leaves (or is fired), you’d either need to change the password for everyone or allow a former employee to have access to potentially sensitive information. While we aren’t currently posting anything that would necessarily compromise your Ascend system on its own, there is some information (e.g. wholesale prices/retailer costs, recall information) that shouldn’t be available to consumers and the “general public.” We may also include information specific to your account with us that you might not want them to know about. We’ll also be unable to view the password for the account – we can only send a password reset email, which will provide a link to set a new password. If someone sets the password and doesn’t pass along the information, then everyone will lose access.

But if you feel that a single login meets all of your shop’s requirements, we can certainly accommodate that!

What if I need multiple accounts? We can set up two accounts per location. Just have each person that needs access fill out the Website Access Request Form.

Do you have a special situation and still need more accounts? Feel free to email us to discuss your requirements!

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4 responses to “Website Access FAQs”

  1. Erik Pueschner says:

    I guess I need a log in?

    • Erin says:

      Hi Erik,

      If you need to sign up for website access after Feb. 20, all you need to do is fill out this form:
      https://www.surveymonkey.com/r/armswebsiterequestform

      If you have already filled out the form, you’re all set. We’ll take care of the rest! The new accounts will become active on Feb. 20, and you’ll get an email notification when yours is ready (and instructions for setting a new password).

  2. ascendsupport says:

    Do we have to wait until Feb 20 to start procedures? Will you send an email to remind us.? Thanks
    bonnie@outspokinbicycles.com

    • Sarah says:

      You absolutely don’t need to wait until Feb. 20. In fact, it’s better if you do it now and don’t wait!

      In order to ensure your privacy, and to make sure we’re using the best information possible, we’re only minimally comparing the signup list to our existing lists. We’ll only be checking to ensure that the account number(s) entered does, in fact, belong to a valid store (i.e. not a “spam” request). Because of this, we won’t be able to tell who has or hasn’t signed up, and so we won’t know who to remind.

      However, everyone who’s filled out the form for a new login will receive a confirmation email shortly before the Feb. 20 deadline. And when we set up the new accounts after Feb. 20, each user will receive an email with their new information.

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