Helping an employee who can't log in

1. Check the employee's status

In the Customer Portal, open the employee's profile. If their status is Created, they haven't activated their account yet. Resend their invitation: see Sending activation email. Ask them to check spam or junk as well.

2. Check the email address

Login codes only go to the email on the employee's profile. Make sure it's spelt correctly and is the one the employee is using. You can edit it: see Viewing and editing Users' information.

3. Make sure they're using the app

Employees log in to the Extraordinary app (or web app), not the Customer Portal. Once they log in with their registered email and finish the steps, a digital card is issued automatically.

Does your organisation use work sign-in?

If you use single sign-on, employees don't have a separate Extraordinary password. "Action Blocked" errors or work authenticator problems are handled by your IT team.

Employee locked out or needs an MFA reset

Admins can't reset passwords or MFA in the portal. contact us with the employee's name and email, and we'll reset it. The next time they log in, they'll be asked to set up MFA again.

A leaver wants to log in with a personal email

We'll only change a login email with your written approval. contact us with the employee's details and confirmation that you approve the change.