User Login Troubleshooting

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Oftentimes users will have trouble logging into intelliHR. In most cases it is one of a few reasons.

This article aims to run through some common troubleshooting steps. Please try these before coming to support.

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This article covers:

• How to Reset Your Password
• Clear Cache and try a different Browser
• Make sure you are on the correct URL / Domain
• Make Sure you have an Active User Account
• If All Else Fails

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How to Reset Your Password

Click Forgot Your Password and type in your email address.

You will then receive an email that will allow you to reset your password.

Read this article if you get locked out due to too many failed login attempts.

For System Admins, this article explains how to reset user passwords manually.

Note: When resetting your password, the email address you type in to recover it must be the same as what your primary email is set to in your profile.

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Clear Cache and Try a Different Browser

Cache overload is very common cause for login errors. Clearing your cache may help.

In Chrome it is More Tools >> Clear Browsing Data

In Safari it is Develop >> Empty Caches

It may be slighly different depending on your OS and version of software. If it's not clear, there are plenty of helpful tutorials online. 

Tip: Try logging in on an incognito mode in any browser too. If that works, then it's most likely a cache issue. 

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Make Sure You Are on the Correct URL / Domain

If you're sure that you are entering the correct password and username but it's still not allowing you to login, check the url to make sure it's your tenant. 

Typically it will look something like this:

https://companyname.intellihr.net/

Obviously 'companyname' is a stand-in for your unique url name assigned to your organisation. 

Check with you system administrator if you're unsure of what that is.

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Confirm Your User Account is Active

You will not be able to log in if a User Account has not been created for your profile. 

Only System Administrators have access to this so check with them first.

Note For System Admins: Check that the User Account Is Enabled.

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If All Else Fails

Sometimes there are problems that are beyond the normal scope of issues and need to be investigated further. Even after trying all of these steps and it's still not working, please get in contact with our support team and we will gladly assist you.

[e-mail]

Note: When lodging a support ticket regarding login, please let us know that you've tried all of the above steps. Also include as much information as you can so that we can resolve it quickly for you.