⚠️ Prerequisite: access to the employee directory requires the “edit the employee database” permission
You are an HR or an Administrator on Workelo and you want to unblock an employee who cannot sign in, here are the checks to perform :
🎬 Email address change not confirmed
📩 Sign-in invitation not received
👮 Trouble signing in via the company’s secure portal (SSO)
🔐 Password not created yet
Creating an employee in your directory, or a journey for a new hire, does not mean their access is created. they need to take an action
in fact, a user can only access their Workelo space if they have created their access (password, etc.) via an invitation email (link included in a sign-in invitation and in the first Moments of truth)
If a user has not created their access using one of the links in those emails, they will not be able to sign in or reset a password, even if they try from another type of email (reminders, etc.)
you can resend a sign-in invitation from your employee directory
💡 You can check whether an employee has already signed in (and therefore created their access) from your “Employees” page, column “signed in on”
🎬 Email address change not confirmed
When changing email (for example, switching from personal to work email), the user receives a link by email at the new address, asking them to confirm it. this link is valid for 24h
💡 You can check whether an employee has confirmed their email change from your “Employees” page, and even send a new link :
📩 Sign-in invitation not received
✅ Checks to perform:
1- Go to the employee’s profile page and check if there is a red error message at the top saying the email address is undeliverable
2- If an email is blocked because the address contains an error, an automatic email is sent to the HR of the new hire to notify them
🥳 If neither of the two cases above apply, chances are the email was sent to the new hire.
You can then ask your employee to:
1- Check their spam and junk folders by searching for emails sent from support@email.workelo.eu
2- Disable any anti-spam or security that might impact deliverability
💡 In case of a delivery issue on a personal email address, ask your collaborator for another one.
👋 Journey closed/canceled
When an employee’s journey is closed or canceled, their access is destroyed, so they can no longer access their journey
👮 Trouble signing in via the company’s secure portal (SSO)
two possible cases:
A. the employee is redirected to the Workelo sign-in page
this means the employee’s technical id does not contain the expected value to allow authentication on the company side
you’ll find this code on the profile page (tab “account”, page “Employees”)
it must be filled in exactly as expected by your SSO connection (user name), because this field is case sensitive
the technical id and the Name ID must match exactly as defined internally
👉 This value is defined and configured by your internal IT team. please check with them to know the expected value and make the necessary adjustment in the platform as Workelo does not have access to this information, support will not be able to assist
💡 If an integration with a third-party tool feeds this code, make sure the “Internal ID” field is filled in
B. An error message appears in your company’s branding
this means access has not been granted by your company. please contact your IT team to grant the employee the right access 👷🏻
👉 As Workelo does not have access to this configuration, support will not be able to assist
Examples of messages:
- The signed in user ‘xxx’ is blocked because they are not a direct member of a group with access, nor had access directly assigned by an administrator. Please contact your administrator to assign access to this application.
-
Select account does not exist and cannot access the application. The account needs to be added as an external user in the tenant first.
- the signed-in user ‘xxx’ is blocked because they are not a direct member of a group with access, and no access was directly assigned by an administrator. please contact your administrator to assign access to this application
- the selected account does not exist and cannot access the application. the account must first be added as an external user of the identity provider