• RSA may not have setup the new Service because:
  • Order processing within RSA may not yet have completed, or
  • You may not have purchased a license that entitles you to an RSA SecurID Access package that includes the RSA Cloud Authentication Service.
• RSA may have setup the Service for you, but the person expecting the initial administrator account email did not receive it.  This could be because:
  • The email has not been sent yet,
  • It went to a junk mail folder,
  • It was sent to someone else, or
  • There was an email or network error of some sort.

• Check your junk or spam email folders to see if the email has been diverted there.
• Review your order to confirm what was purchased.
• Review your order to determine the name and email address of the contact person on the order, and make sure the email address is correct. 
• If the Initial Administrator Account email was sent to someone else in your organization:
  • If you both need access, ask the other person to create an additional administrator account for you.
  • If the other person does not need access after all, ask that person to forward the Initial Administrator Account email to you so you can create credentials for yourself, then delete the other person's Initial Administrator account.  When you receive the forwarded email, the steps are:
    1. Login with the Initial Administrator Account credentials from the email.  This means you will temporarily be logging in using the other person's email address as your User ID (if prompted to change the account credentials, that must be done).
    2. Create a new Super Administrator Account with your own email address in the Username field.
    3. Logout of the Initial Administrator Account.
    4. Login with your new Super Administrator Account credentials created in step 2, above.
    5. Delete the Initial Administrator Account that was in the forwarded email.

See also: Requesting RSA to create additional Super Administrator accounts for the RSA SecurID Access Cloud Authentication Service .