There's may be several reasons why your employees can't sign in. This guide covers the most common situations and how to fix them:
1. Incorrect email address
You employee might be trying to log in using a different email address than the email that is linked to their profile.
Check which email address your employee is using, then head to HR > Employees > Users and make sure the email address matches and that the invitation has been accepted.
2. 'Incorrect email or password' message
If your employee is using the right email address and the invitation has been accepted, it could mean the password their typing in is wrong.
They can click on 'forgot password?' to reset their password:
It can take a few minutes to receive the password reset email.
Note: for security reasons, passwords are fully encrypted and we cannot access them. Resetting the password is the only way to recover access to the platform.
3. Your employee didn't receive a password reset email
There are 3 possibilities:
The email is in their junk/spam mail box
It can take up to 5 minutes to receive the email
If the employee's profile is still under the 'Invitations' tab in HR>Employees, it means they have not accepted the invitation to join the organisation.
4. Invitation code
If an employee has received an invitation but is unable to login, you can generate an invitation code by heading to to HR > Employees > Invitations
