I can't sign in

Most sign-in problems are a mistyped password, a missed two-factor code, or the wrong sign-in method for your organization, and each one has a specific fix below.

Who this is for

Anyone signing in to WorkMonitor. Owners, managers, and members all use the same sign-in screen, so the same fixes apply to everyone.

Steps

1. Retype your email and password rather than trusting a saved autofill, and check for caps lock and a trailing space. A wrong password shows "Incorrect email or password."
2. If your account has two-factor authentication on, wait for the Two-factor authentication prompt that appears after your password is accepted, then enter the 6-digit code from your authenticator app. A wrong code shows "That code isn't right. Try again." If you don't have your device, enter one of the recovery codes you saved when you turned two-factor authentication on. The same field accepts either a code or a recovery code.
3. If your organization signs in with single sign-on, don't use the password form at all: select Sign in with SSO, enter your work email, and WorkMonitor hands you off to your identity provider from there.
4. If single sign-on sends you back to the sign-in screen with a notice instead of finishing, read it:

• "Single sign-on isn't set up for that email's domain yet. Sign in with your password below, or ask your admin to enable SSO." Your organization hasn't connected that email's domain to a sign-on provider yet.
• "We couldn't reach your identity provider just now. Try SSO again in a moment, or sign in with your password below." A temporary problem reaching your provider; retry, or use your password instead.
• "Single sign-on didn't complete. Try again, or sign in with your password below." A general single sign-on failure; try again, or fall back to your password.

1. If you're sure your password is correct and you still see "Incorrect email or password," the cause may not be the password at all. WorkMonitor shows that exact message for a few different situations on purpose, so no one outside your organization can tell them apart from the outside. Ask an owner or admin to check your account and your workspace.

What happens next

A successful sign-in takes you straight to your dashboard. WorkMonitor asks you to confirm first in two cases: when you open WorkMonitor from your company's sign-on portal instead of from the sign-in page, and when this browser is already signed in to a different account or workspace. The question reads "Continue as ‹your name› in ‹workspace›?". Under it, Signing in as shows the account you're about to use: its name, its full email address with the domain in bold, and its workspace. If someone is already signed in, Signed in here now shows that account too, because continuing signs it out of this browser. Check the email address and the workspace before you select Continue, and select Cancel if either one isn't yours. Names can be copied: when a line says A different workspace, also named… or A different account, also named…, the account only looks like one you know. When your company's sign-on portal started the sign-in, Cancel is the highlighted button.

If it doesn't work

• If you see "For your security, a sign-in only finishes in the browser tab that started it," go back to the sign-in page and start again in the same tab. You'll see this after opening a sign-in link someone else sent you, or a sign-in page that was left open from before an update. Nothing about the account you were already signed in to changes.
• Forgot your password? Select Forgot your password? on the sign-in screen and WorkMonitor emails you a link to choose a new one. If the email doesn't arrive, check your spam folder, or ask an owner or admin on your workspace to help.
• A failure that isn't about your password or two-factor code (a network problem, a server error) shows its own message instead of the ones above.

Related

• What WorkMonitor does (overview)
• The agent isn't connecting