Problem Letter from LENS
The LENS Help Desk routinely reviews its users’ records for signs of difficulty. We may call, write or send a postal letter with diagnostic information. If you received a letter, please see the list below for guidance.
If you “have no users who can log on and manage your roster”
If you need to designate a new person to manage your LENS roster, see the guidance at adding and removing users. If your established users are unable to log onto LENS successfully, ask them to contact our Help Desk. We will need your LENS Customer number from the letter when they call or write.
If “Your roster has never had drivers”
See the guidance at adding and dropping drivers.
If “Your last driver add, drop or status check was on MM/DD/YYYY”
If you have had any drivers join or leave your organization in the past 18 months, please log into LENS. Check your list of drivers and add or drop drivers as appropriate. If there have been no changes in your organization, you may disregard this message.
If “Your escrow account #xxxxxxx has no funds”, or if “Your escrow account #xxxxxxx is overdrawn”, or if “Your escrow account #xxxxxxx has less than $7.00, not enough to add a driver.”
LENS is not free of charge. Keep a sufficient balance in your escrow account to cover your LENS usage. See instructions for depositing your payment into your escrow account.
If “Your roster is monitoring a deceased individual.”
Please log into LENS. Check your list of drivers, and add or drop drivers as appropriate.
If “Your roster's email address is missing or incorrect.”
Please log into LENS. Visit the link to “Modify Account Settings”. Enter your correct e-mail address for receiving notifications.
If “Your roster has all notification options set to 'No'.”
Please log into LENS. Visit the link to “Modify Account Settings”. Select the notifications you need from LENS. If you intend to use LENS only to produce driving records, and do not need notifications, you may disregard this message.
If “[First name, last name] has not logged on since MM/DD/YYYY”
If you need to designate a new person to manage your LENS roster, or this user no longer has LENS duties, see the guidance at adding and removing users. If the user is unable to log onto LENS successfully, our Help Desk is available. We will need your LENS Customer number from the letter when they call or write.
If “Your escrow account # xxxxxxx has an incorrect mailing address or phone number.”
Contact our Help Desk. We will need your LENS Customer number from the letter when you call or write.