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Regaining TMS Access Without an Admin User

Use this process to verify your identity and regain TMS access when no one at your company has admin permissions to help you.

What this does

If you are locked out of the Tai TMS and no one else at your organization has admin permissions to reset your password or fix your account, Tai support can restore your access after verifying your identity. This keeps your account secure while still getting you back in.

  • Get back into TMS even when there is no admin user available to help you internally.

  • Your identity is verified through billing and domain ownership checks, so your account stays protected while access is restored.

User Guide

Before you start, check for an internal admin first

Where to go: LSP → Staff (if a colleague can log in with a different account).

  • Ask a colleague to check whether they have TMS Site Admin permissions. An admin can reset your password, adjust your permissions, or create a new user account for you directly, without involving support.
  • If someone at your company can do this, see How to Reset a User's Password for the exact steps.
  • If no one at your company currently has admin access, continue to the next step.

How to verify your identity if no admin user is available

Where to go: contact Tai support (support@tai-software.com).

  • Provide copies of your last two credit card statements showing the Tai TMS charge on your account. This confirms you are part of the organization that holds the TMS subscription.
  • We recommend redacting your full card number on the statement so only the last four digits and the visible Tai TMS charge line are shown.

How to complete domain verification

Where to go: your organization's DNS settings (through whoever manages your company's domain).

  • Once your billing information is confirmed, support will ask your domain administrator to add a TXT record to your domain's DNS settings.
  • Type: TXT
  • Host/Name: _tai.software-verification
  • Value: the exact verification string support provides you for your case.
  • Add the record and let support know once it is live. DNS changes can take anywhere from a few minutes to a few hours to become visible, depending on your provider.
  • Once support confirms the record, they will complete the password reset or permission change for you.

Tips & best practices

  • Check internally first. It is the fastest path, since an existing admin's permission changes take effect immediately.
  • Keep at least one backup admin user on your account at all times so you are never fully locked out.
  • If you are not sure who manages your domain's DNS, your IT provider or website host can normally tell you.

FAQ

What if I do not have access to old credit card statements?

Contact support and explain your situation. They can work with you on an alternative way to verify your identity on the account.

How long does this process take?

The credit card and domain verification steps themselves are usually quick. Most of the wait comes from DNS changes taking effect, which depends on your domain provider.

Do I need to keep the TXT record on my domain permanently?

No. Once your identity is verified, you can remove the record. Support will confirm when it is no longer needed.

If something doesn't work
  • If you added the DNS record and support says it is not showing up yet, double check the exact host name and value you entered, and allow more time, since DNS changes are not always instant.
  • If you are unsure who manages your domain, check with whoever set up your company's website or email.
  • If you are still stuck, reply on your support ticket with any error messages or screenshots so the team can help further.