What should I try if I can't log in to the Humanforce Mobile App?

Contents

• Confirming your login details
  • Confirming your current email address within Humanforce
  • Resetting your Mobile App password
• Common error messages
  • "Please be advised that this account is no longer active. If you have recently changed your email address, please use your new address instead. For other enquiries please contact your manager."
  • "You do not have permission to use the Humanforce App. Please speak with your Manager or System Administrator."
  • "Biometry is not available" when attempting to sign in with Face ID on an iPhone.

 

Confirming your login details

The first step of troubleshooting the Mobile App is to confirm that you are attempting to log in with the current email address that is assigned against your employee profile in Humanforce, and also reset your Mobile App password via this email address to attempt an initial log in.

 

Confirming your current email address within Humanforce

• Visit your organisation's Humanforce website in a web browser and sign in with your employee code & Humanforce password. 

• Navigate to the Employee > My Details page.

• Under the Contact Details section in this page, you will want to check the Email field and note down the value listed here. This will be the email that you use when signing into the Humanforce Mobile App, and also when obtaining a password reset code via the App.

If you are unsure about your organisation's Humanforce website address, if you
have forgotten your employee code/password, or if you experience any issues with
being unable to see the menu items shown above - please contact your Line Manager
for further assistance to verify your correct email address in Humanforce.

 

Resetting your Mobile App password

Our main recommendation is to utilise the "Forgot Password" functionality on the log in screen of the Mobile App to reset your password to a new value.

This will send a reset code to your email, which you then input into the Mobile App to allow you to choose the new password.

Your Humanforce website and Mobile App passwords are separate. This allows you to use the Mobile App with one email across any companies that use Humanforce. You can refer to the document and video guide on resetting passwords:

• How Do I Reset My Mobile App Password?
• How Do I Reset My Mobile App Password? (Video)

 

 

Common error messages

Below is a list of common error messages which you may experience when attempting to log into the Mobile App, as well as an explanation of each error and the actions you should take in each circumstance. 

If you receive an error message that is not listed below, please raise this with
your Line Manager so that they can request assistance from the Support Team
through a ticket on Humanforce Help.

"Please be advised that this account is no longer active. If you have recently changed your email address, please use your new address instead. For other enquiries please contact your manager." 

This error message may occur when:

• Your email address has changed within Humanforce recently, but this has not yet been updated by the regular Mobile App sync which updates your details through to us.
• Your email address has changed within Humanforce, but you are still attempting to use the old one to sign in to the Mobile App.
• You have updated your email address in Humanforce, but your change has not yet been approved by a manager.

To resolve this, you can try the following:

• Log into Humanforce website, confirm in the Employee > My Details page that the email address shown is the one that you are using to sign into the Mobile App.
• If you can't reach this page or don't have access to the Humanforce website, speak with your manager to verify the correct email address.
• Attempt to sign in or reset your password in the Mobile App using that email address. If you still receive the error, it would indicate that our API is not matching with your current email, and this will need to be further reviewed by your manager and potentially the Support Team. You should raise this issue to your Line Manager with these details so that they can attempt to resolve, and if they are unable, they will seek further assistance via Humanforce Help.

                                                                                

"You do not have permission to use the Humanforce App. Please speak with your Manager or System Administrator."

This error message may occur when:

• Your email address has been previously able to use the Mobile App, but that has since been revoked from within the software. 

To resolve this, you can try the following:

• Speak with your manager and have them check that your Location, Department, and Access Level fall within the chosen filters of your organisation's Mobile App sync setup.
• If your manager does not have access to check this within the system themselves, they will log a ticket with Humanforce Help so that the Support Team can further assist and get you back online as soon as possible.

                                                                                

"Biometry is not available" when attempting to sign in with Face ID on an iPhone.

This error message may occur when:

• You are using an iPhone and attempting to sign in with Face ID, but your device's settings are not configured correctly to allow Humanforce to access Face ID. 

To resolve this, you can try the following:

• On your iPhone, open Settings > Face ID & Passcode.

• Enter the passcode for your device to proceed to the Face ID options.

• Tap Other Apps to view the permissions for each app that utilises the Face ID on your device.

• Ensure that the slider against Humanforce is turned on to allow the app to access Face ID for log in. Restart the Humanforce Mobile App and attempt to sign in again.

If you receive an error message that is not listed above, please raise this with
your Line Manager so that they can request assistance from the Support Team
through a ticket on Humanforce Help.