Logging In - Troubleshooting Employee Login Issues

Introduction

Employee Support often responds to issues related to the employee login process. This article was created to help troubleshoot the most common issues employees may encounter during the login process. This includes issues related to forgotten passwords, forgotten email addresses, locked accounts, and additional errors. The information is helpful to support teams, members, and clients alike.

Forgotten Password

1. Visit the Account Recovery page
2. Select Forgotten Details and enter the email you used to register

3. We will send a verification code to your email to confirm your ownership of the account. Please allow a moment for the email to arrive. If you do not receive it, click the Resend Code link
4. Enter the verification code in the provided field and click Continue
5. Select how you would like to log in: either reset your password or skip this step to log in immediately

Forgotten Email Address

1. Navigate to the Account Recovery page
2. Click on Forgotten Details
3. Select Forgotten Email Address
4. Provide the necessary information

5. A verification code will be sent to the email associated with your account. Please allow a moment for the email to arrive. If you do not receive it, click the Resend Code link
6. Enter the verification code in the designated field and click Continue

Locked Account

1. Click the Help button located in the bottom right corner

2. Initiate a live chat with a support agent using the button in the bottom right corner. It is essential for the employee with the locked account to reach out directly so our support agents can verify their identity

3. Follow the instructions provided by the support agent. Alternatively, you can reach the support team by phone. You can find your Geo’s helpdesk number at the end of this article.

Additional Errors

This error typically occurs when the Single Sign-On (SSO) account details do not match the information on the platform. An HR administrator can verify that the account details, including email and other information, are consistent. If everything appears correct, the administrator should contact client support for further troubleshooting.

This error indicates that you need to log in via SSO but have not been granted access. An HR administrator should coordinate with your IT team to ensure access is granted. 

Are you not receiving emails from us? Please check your spam, junk, or blocked folders. 

If you still cannot find any emails, reach out to our support team by clicking the Help -> Chat button or calling the support team for assistance.

Support Phone Numbers

Employee support phone numbers:

• US Helpdesk: +1(646) 851 0919

• UK Helpdesk: (+44) 0203 780 1891

• IRE Helpdesk: (+353) 01 431 9782  
• AUS Helpdesk: (+61) 1300 900 186  
• NZ Helpdesk: (+64) 800 900 186