Troubleshooting: Common sign in problems

I don't remember my password.

If you have forgotten your password, you need to reset it.

Click Forgot password to reset your password.

I entered my email, and now I'm asked to enter my password. I never set up a password.

Managers are asked to create a password when they click on a dashboard link they have received from Peakon. If you have never been sent any emails from Peakon, this step may have been missed out.

Click Forgot password to create a password.

I entered my email, but it says the email address doesn't exist.

When you enter your email address, Peakon checks whether any existing employee records match the provided information. If no match is found, you can't proceed.

• Check for typos.

• If your company has multiple email domains, check with your administrator which domain you should use. Example: company.com, company.co.uk, company.org etc.

• Verify with your administrator that you have an employee record on the system.

I entered my email address, but the system informed me I no longer work there.

If your employee record contains a separation date that is in the past, you're considered as having left the company and can't access your account.

If this information is not correct, contact your administrator to rectify the issue.

I'm supposed to use single sign-on, but it's asking me to enter a Peakon password.

Single sign-on works by referencing the domain of your email address to the allowed domains on companies that have single sign-on enabled.

It's possible you're using an email address that contains a domain which hasn't been enabled yet. It's also possible your company has not enabled single sign on, or temporarily disabled it.

Contact your administrators, who can check if single sign-on is enabled. They can also check with Support whether the email domain you're using has been enabled.

I'm using single sign-on, but after redirecting to my single sign-on page (in Microsoft, Okta, GSuite etc.) it's telling me to contact my administrator.

This means that while Peakon has found a match for you on the system, the email address you're using hasn't been provisioned to sign into Peakon using internal single sign-on.

Contact your IT team and ask them to add the Peakon application to your single sign-on services.

I entered my email, then was redirected to my company's single sign on. After completing my single sign-on details, I'm redirected back to Peakon login page and have to enter my email address.

This typically happens if you're already signed into your identity provider (Microsoft, Okta, GSuite etc) with an email address that isn't on your Peakon employee record. After going through that flow, the system tries to return to Peakon, but since the email you're signed into internally doesn't match your employee record, you can't proceed.

Sign out of your identity provider. Go to the Peakon login page, enter your email address and sign in to your identity provider using the Peakon email address. If you can't proceed, it likely means that the email address that has the Peakon app enabled in your identity provider isn't the same as the one on your Peakon employee record.