Troubleshooting Registration

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

If an employee is already registered, check out I Can’t Log In for log in troubleshooting steps.


Employees 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

An employee’s password contains part of their name or email address.

Your password cannot contain your email address error message.


  • Use a password that does not contain their name. 

An employee’s password contains common words or phrases.

Your password does not have enough unique characters error message.


  • 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.

An employee’s email address or phone number is linked to an existing employee profile.

A user with that information already exists error message.


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


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

This error message indicates that the password an employee 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 employee try using a more complex password.

Updated on March 1, 2021

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