While attempting to log in to the employer portal there are two scenarios where you could be locked out of your account.
- Entering an incorrect EIN & Access code combination during the initial user registration process; or
- Entering incorrect login credentials when trying to sign in to the portal.
This article provides instructions on what to do in each scenario.
During the initial registration process, you are asked to provide your company's valid EIN and Access code combination in order to gain access to your company's portal. You are allowed three (3) attempts to enter a correct EIN/ Access code combination before that Access code is locked for security reasons. Since you only have 3 attempts before getting locked out, take your time when typing. If you did not receive an Access Code in an email or you have been locked out and need assistance to gain access to your company's portal, please contact us at 1-844-661-1256.
Please note that the original Access code does not expire, however, it will be disabled when you become locked out. Any newly-generated Access codes will expire after 3 weeks. Newly-generated Access codes include those that you send to your teammates to help you administer your company's plan.
The most common scenario is when you get locked out while attempting to log in to your account. This will occur after five (5) failed attempts to log in, usually due to an incorrect email address or password.
When you sign in to your account after registering and creating your password, remember to enter the email address associated with your account. That's the email from which you receive notifications from us. You will have 5 attempts at entering the correct email and password before you are locked out.
When you have been locked out, you will see a note with a link to "Please reset your password."
On the "Reset your password" screen, enter the email address associated with your account. Then click on "Send Password Reset Link."
Check your email inbox; if you have an account associated with that email, you should receive an email with a password reset link within ten minutes. If you don't see an email, be sure to check your spam folder or try a different email address. Since your personal or work emails are allowed, looking in both email folders might resolve the issue.
After receiving the "Reset Password" email, click the "Create New Password" link in the email.
Be sure to create a password following the guidelines on the screen so that your password contains:
At least 8 characters
Avoid obvious and simple english words (eg. password)
Avoid repetitive characters (eg. aaaa, 1234)
Avoid context-specific words (eg. username, email)
Type the same password twice to confirm, then click on "Save New Password"
Please note, if you do not reset your password in time, the link will expire as demonstrated below. You will be able to request a new password reset link.
For security, you are limited to reset your password twice within a 24 hour time period. If the limit has been exceeded, you will be presented with the following screen:
Note that you might receive two emails, one notifying you that you have been locked out of your account and another titled "Reset Password." Both emails should have a link to "Create New Password." However, the link in the email notification titled "Your Account Has Been Locked" below will redirect to the "Reset Your Password" screen, and you will need to complete the above 5 steps.