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Login and Activation Troubleshooting: the Common Causes and Fixes

The five common reasons an employee cannot log in or activate their account, and the checklist when login works on the web but not the mobile app.

 Employee cannot log in — the 5 most common reasons
  1. Early login attempt — a new joiner's standard activation credentials only work from their official join date onward (unless they received a separate Onboarding-module welcome email for early access).
  2. Missing activation email — ask them to check spam/junk. If not found, resend it via Settings > Users → tick their name → Send Activation Email. If it still never arrives after several attempts, contact support (some cases need a backend fix on our side).
  3. Incorrect login method — if the company uses SSO (Google, Microsoft, Okta), the employee must log in that way.
  4. Wrong credentials / forgotten password — double-check the registered email is the one being used. Reset the password via Settings > Users > "..." icon > Reset Password. Also verify the profile actually exists under that email (a typo in the email means no account to log into).
  5. Revoked site access — in Settings > Users > search the employee name > '...' > Authorize Site Access.
If employees can log in on the BrioHR website but not the mobile app

It is usually an issue with the configured login method, the login option selected in the app, or an incomplete password setup. Check in order:

  1. Login method enabled? Go to Settings > Company and verify the required method under Allow Login With (Password, Google, Microsoft, or Okta) is enabled.
  2. Right option in the app? Use Login Using Email and Password for standard credentials, or the Google / Microsoft / Okta button for SSO.
  3. Password setup complete? Log in via the web browser first and save the password before retrying the app. Password creation and changes are recommended to be done through the web browser before trying on the mobile app.
  4. App up to date? Update to the latest version; if the issue persists, reinstall the app.
FAQ

Q: We changed the email domain on employee profiles — do login credentials change too?

Yes — login credentials follow the profile's email address; updating the profile email updates the login. Resending an activation email is not required, but you can send one if you want the employee to reset their password.