I can't sign in or I see "Permission denied"

Find your message below.

"Please try again in … seconds"

Too many wrong attempts. After 5 failed sign-ins for the same email, sign-in pauses for about a minute. Wait for the countdown, then try again. If you don't know your password, use Forgot password on the sign-in page.

"Your password is … days old and must be changed"

Passwords must be changed every 30 days. You'll be sent to change it before you can continue. See Password and two-factor authentication.

I lost my phone (two-factor code)

On the code screen, enter one of your recovery codes instead. If you have none, ask your company administrator to reset your two-factor setting in User Management.

"Permission denied."

You're signed in, but your role doesn't allow that page. Ask your administrator to tick the permission under Administration › Roles. See Add users and set what they can do.

"Your account isn't linked to an employee record yet"

You tried to open your self-service page at /my. Ask HR to link your login to your employee profile. See Employee self-service.

"Your account isn't linked to a client contact record yet"

You opened the client portal, but your login isn't linked to a contact. Ask your account manager. See Customer contacts and the client portal.

"No active company membership is assigned to this account"

Your login isn't attached to a company on this site. Ask the account owner to add you, or contact support.

Google sign-in doesn't work

The Google email must match an existing user. See Let your team sign in with Google.

The page says it is under maintenance

Maintenance mode is on. Only people with the Settings permission can sign in. See Maintenance mode.

Still stuck? Send a ticket from Help and Support with a screenshot. See Your plan, billing and getting help.