I can't log in, or my login code isn't arriving

Most login problems come down to which email address your account is registered under. Work through the steps below.

1. Use the email your employer registered

Your account is created by your employer, usually with your work email. Login and password reset codes are only sent to that address. If you enter a personal email we don't have on file, no code is sent and no error is shown.

2. Check your spam or junk folder

Codes sometimes land in spam or junk. Codes also expire, so if it's been a while, request a new one and use the latest code.

3. Reset your password

Follow the steps in How can I change my password?, using your registered email.

4. Locked out after too many attempts?

Too many failed attempts can lock your account for a while. Try again later using your registered email.

Does your employer use work sign-in?

Some organisations use work sign-in (single sign-on). If yours does, there is no separate Extraordinary password: when you enter your work email, you'll be sent to your organisation's own sign-in page. If you see an "Action Blocked" message or your work authenticator fails, please contact your organisation's IT team, as this is managed on their side.

Need to change the email on your account?

You can't change your email in the app. Please ask your HR or benefits team, or contact us. We'll update it once your organisation approves the change.

Have you left your employer?

When you leave, your employer may deactivate your account. See What happens if I leave my employer?

Still stuck?

Please contact us with your full name, the email address you're trying to use and your employer's name. We'll check which email your account is registered under and can trigger a reset from our side.