Overview

If your users are having trouble registering their profile and joining your workplace, follow the steps in this article to troubleshoot the issue.

Considerations

Users can sign up for a new profile from the When I Work Sign Up page. The following information is required.

1. Full name
2. Valid email address
3. Strong password 
4. Read and agree to the terms of service and privacy policy. 

Common Issues

A user’s password contains part of their name or email address.

Solution: 

• Use a password that does not contain their name. 

A user’s password contains common words or phrases.

Solution:

• Use a password that is not commonly used. 
• Use a password that does not contain repeating words, letters, or numbers. 
• Use a password with at least 10 characters.

A user’s email address or phone number is linked to an existing user profile.

Solution: 

• Check to make sure that the user does not have an existing profile on your account. 
• Have the user register without a phone number.
• Have the user register with a different email address.

FAQ

What if my user is seeing “An unknown error has occurred, please try again later” when registering? 

This error message indicates that the password a user is using to register meets our minimum requirements, but it may have been flagged for other security reasons. The solution here is to have the user try using a more complex password.