Troubleshoot Humanforce Mobile App Login Issues

What this article covers

This article provides troubleshooting steps for common issues when logging into the Humanforce mobile app, including:

• Confirming your login email address
• Resetting your mobile app password
• Understanding error messages like:
  • Account is no longer active
  • Do not have permission to use the Humanforce App
  • Biometry not available

Confirm your login email

The first step is to ensure you are using the correct email address associated with your employee record in Humanforce.

1. Log into the Humanforce website.
2. Go to Employee > My Details.
3. Under Contact Details, note the Email field value, this is the email the mobile app uses.
4. Use the email address to log into the mobile app.

If you cannot access the website or have other issues confirming your email, contact your manager.

Reset your password

If you are using the right email but cannot log in, try resetting your mobile app password:

1. On the mobile app login screen, tap "Forgot Password".
2. Enter your email address.
3. You'll receive a password reset code via email.
4. Enter this code in the app to set a new password.

See How to Reset Mobile App Password for more detailed instructions.

Common error messages

Account is no longer active

This error may occur if:

• Your email was recently changed in Humanforce
• Your email change is pending approval
• Mobile app data sync has not yet been run (typically runs every 6 hours)

To resolve:

1. Confirm your current email on the Humanforce website
2. Try logging in with that email
3. If it still fails, contact your manager

Do not have permission to use the Humanforce App

You may see this if your role/access was updated to revoke app permissions.

To resolve:

1. Have your manager check your access level, ensuring the mobile app is enabled.
2. Have your manager check your Location, Department and Access Level are enabled under the mobile app sync.
   • If they do not have access to this, they'll need to ask your Humanforce administrator or log a support ticket

Biometry not available

When trying to log in with Face ID/fingerprint, you may see this error if biometric access is not enabled for the app.

To resolve:

1. On your mobile device, go to Settings > Face ID & Passcode
2. Under Other Apps, ensure biometric permissions are enabled for the Humanforce app
3. Restart the app and try signing in with biometrics again

For any other errors, please have your manager contact support.

Next steps

If you are still unable to log into the mobile app after following these troubleshooting steps, your manager will need to log a ticket with the Humanforce support team.

Once logged in successfully, see the Mobile App Guide to learn about using the app's features.