Users may receive an "Inactive Account" message under the following conditions:

1. The user account is trying to access the Cortex advanced area and the user account is inactive. "Inactive" on the user account prevents access to Cortex Advanced area.

2.  A new user is accessing New Case Wizard from direct URL ( for the first time with the following conditions:

  • an approved but inactive Cortex account
  • an institution is added to the account
  • account may or may not have SSO number 
  • user account has case credits
  • user account does not have CMP for any product.

Once CMP for a product is given to the account, user has access to New Case Wizard.