I Can’t Log In

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Applies to , , ,

Overview

If you’re having trouble logging into your When I Work account, follow the steps in this article to troubleshoot and get back into your account.

An “incorrect username or password” message appears

The app displays an “Incorrect username and/or password” message at the top of the screen when you log in with the wrong email address or password.Incorrect username and/or password message

Possible cause: Using the wrong password

If you know which email address you used to sign up for When I Work but you’re receiving the “Incorrect username and/or password” message, you might be using the wrong password.

Solution: Reset your password, then try logging in again.

Possible cause: Using the wrong email address

If you know your password but you’re receiving the “Incorrect username and/or password” message, you might be using the wrong email address.

Solutions:

  • Try another email address you might have used to register your When I Work account.
  • Ask your manager what email address is listed in your employee profile, then try logging in again.

Possible cause: Not using Google to sign in

If you’ve opted to sign into When I Work using your Google account, you won’t be able to log in using the email address and password fields. Check out Google Login for more information on logging in using your Google account.

Solution:

  1. Make sure you’re logged into your Google account in the browser you’re using to access When I Work.
  2. Click Google icon Sign in with Google on the login screen.

The password reset email says there is no account

When I Work sends you an email stating “there is no When I Work account associated with that address” if you enter the wrong email address when trying to reset your password.Password reset email

Possible cause: Requesting a password reset for the wrong email address

If you receive an email letting you know there isn’t a When I Work account associated with that email address, you’ll need to make sure you request the password reset using the correct email address.

Solution: Follow the steps in I Can’t Reset My Password.

I’m logged in, but I do not see my workplace

Your email address connects you to your workplace. If you log in but do not see your workplace listed, you may not be logging in with the the wrong email address or have not completed the registration process.Find Your Workplace menu

Possible cause: Not logging in with the correct email address

If you do not see your workplace when you log in, you might be using a different email address from the one connected to your workplace.

Solutions:

  • Try a different email address you might have used to register your When I Work account.
  • Ask your manager what email address is listed in your employee profile, then try logging in again.

Possible cause: Not yet registered with your workplace

If you’re sure you logged in with the correct email address but do not see your workplace when you log in, you need to register with your workplace.

Solution: Follow our instructions on registering with your workplace.

I’m logged in, but it says my profile is pending

When you register to a workplace without an invite, your profile is pending until a manager approves your request to join the workplace.
Pending profile

Possible cause: Your manager hasn’t approved your request

Managers are notified when an employee requests to join their workplace and need to approve the pending request before the employee is able to access their profile.

Solutions:

  • If you do not already have a registered profile, ask your manager to approve your pending request to join the workplace.
  • If you already have a registered profile, you may be logging in with the wrong email address. Try to log in with a different email address, or ask your manager what email  address is listed in your employee profile.

A “your account is locked” message appears

If too many failed logins occur within 30 minutes, a message displays at the top of the screen letting your account is temporarily locked."Your account has been locked" message

Possible cause: Too many failed login attempts

For security purposes, more than seven failed login attempts within 30 minutes locks your account for 30 minutes.

Solution: Reset your password, then try logging in again.

Updated on October 2, 2017

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