As an admin, employees may ask you for assistance with login issues such as being locked out of their accounts or being unable to log in. While a user's best option is to always submit a ticket with Awardco support, this article provides troubleshooting steps and explains the different login methods so you can quickly help users get back into the platform.
Common Login Problems
Most login issues stem from three common scenarios:
- Incorrect Password: The user is entering the wrong password and may get locked out after too many failed attempts.
- Wrong Portal: The user is trying to log in through the main Awardco website instead of your company's specific portal URL (e.g., yourcompany.awardco.com).
- SSO Issues: The user's single sign-on (SSO) credentials aren't working, or they're trying to use a password when your company uses SSO.
Resetting a User's Password
If an employee has forgotten their password or has been locked out, you can guide them through the password reset process. The most common method is for the user to select the "Forgot Password?" link on your company's login page. This sends a password reset email to the address associated with their account.
Note: If your company uses Single Sign-On (SSO), you cannot reset the user's password. The user will need to contact your internal IT or HR department for assistance.
Reference: "Resetting Your Password support article"
Understanding Different Login Methods
Depending on how your company has set up its Awardco platform, employees may log in using different methods. Knowing which method your company uses is crucial for effective troubleshooting.
Single Sign-On (SSO)
- What it is: SSO allows users to log in to Awardco using the same credentials they use for other company systems (e.g., Google, Okta, Microsoft).
- How to troubleshoot: If a user with SSO is having trouble, confirm they are using the correct company login portal. If their company credentials aren't working, the issue is likely with your company's internal system, and they'll need to contact your IT department.
Email and Password
- What it is: This is a standard login method where users create and manage a unique password for their Awardco account.
- How to troubleshoot: Guide the user to your company's specific Awardco portal and have them use the "Forgot Password?" link. If they are locked out after multiple attempts, you can submit a support ticket to the Awardco Support team to have their account unlocked.
Magic Link/Temporary Code
- What it is: This method sends a one-time, secure login code to the user's email address. It's often used when an employee's email is their primary identifier.
- How to troubleshoot: Instruct the user to enter their email on the login page and then check their inbox for the temporary code. Remind them that the code is time-sensitive (valid for only 10 minutes) and can only be used once. Advise them to check their spam or junk folder if the email doesn't arrive.
References: “Getting Started for Employees support article”, "Resetting Your Password support article", “Signing In with a Temporary Code support article”
If you have any questions, please contact Awardco Admin Support.