Troubleshoot login issues

This article helps employees resolve common login problems.

Tip:
You can log in to ZenEmployee with an email and password or with single sign-on (SSO). Your login method depends on your company's setup.

For ZenEmployee Administrators

If you're a ZenEmployee Administrator assisting with employee login issues, refer to these articles:

• Reset another employee's password

• Troubleshoot SSO login issues

• Troubleshooting the invitation email

Log in for the first time

Before you can log in to your ZenEmployee account, your ZenEmployee Administrator sends you an invitation email. When you receive this:

1. Click the link in the email.

2. Set a password that meets the requirements and register.

Use the ZenEmployee login screen for future logins by entering your email address and password.

I haven't received the invitation email

If you haven't received the invitation email:

1. Check your spam for emails from [e-mail]

2. If you still can't find it, ask your ZenEmployee Administrator to follow this troubleshooting guide. If you still can't receive the invitation email, your Administrator can contact Support.

I can’t log in

If you can’t log in, try these suggestions:

• Update your browser.

• Clear your browser's cache and cookies.

• Log in with an incognito window.

• Try a different device and browser.

• Check that your email matches the one in your employee profile. Ask your ZenEmployee Administrator if needed.

• Check for spelling errors in your email address.

• Type the correct login link: https://yourhostname.ZenEmployee.de/login/index instead of using bookmarks or links from ZenEmployee emails.

• Enter your password manually.

• Reset your password if these suggestions don't work.

I see a request for two-factor authentication (2FA)

If you see a 2FA request, your company has enabled 2FA for your account. You need to set up two-factor authentication on your mobile device.

I've switched mobile devices and need to set up 2FA

If you've switched mobile devices, you need to set up 2FA on your new device.

I forgot my password

If you forgot your password, then you can reset your password. If you log in with SSO, you must reset the password for the third-party service you use to log in to ZenEmployee.

I forgot my email address

Your login email is the same as the one in your ZenEmployee profile. Ask your ZenEmployee Administrator to check this for you.

I haven't received the password reset email

1. Check your spam for emails from [e-mail]

2. If you can't find the email, ask your ZenEmployee Administrator to create a new password for you. 

3. If that doesn't work, ask your ZenEmployee Account Owner to contact our Customer Support team.

Error: The username or password that you entered was not correct

If you see a message indicating that the username or password you entered wasn't correct:

• The password you entered doesn't match the one stored in your ZenEmployee account. If you can't remember it, click Forgot your password? Then, enter the email address used for your account. We will email you with instructions on how to reset your password.

• You have changed the email address in your ZenEmployee account. In this case, you need to click Forgot your password? Then, enter your new email address. 

Error: Something went wrong

If you see a message that something went wrong, there might be a service issue with ZenEmployee. Visit the status page to see whether there is a disruption and how extensive it is.

I entered the wrong password three times

When this happens, your account becomes locked. You can't log in, even with the correct password. We send you an email with a one-time security token. Check your inbox and follow the instructions in the email. The security token is valid for 20 minutes. Once you have the security token, enter the correct password. If you can't remember your password, we recommend you reset your password via the login screen.

I've recently created a new trial account

If you can't log in right after creating a trial account, you might not have finished setting up your account.

1. Check your emails for a message with the subject Welcome to your ZenEmployee account.

2. Click Finish signup.

3. Create your password and save it.

I can’t log in to the mobile app

Make sure to follow the steps to log in to the mobile app.

Issue	Solution
You have issues logging in for the first time	Make sure you have activated your account. If not, check your email for an invitation email to activate it. Account activation is not possible with the mobile app. You need to use the desktop version. If the issue happens when launching the browser, make sure to enable cookies.
You have trouble logging in after logging in before	Clear your cache and cookies. You can usually do this in your phone's settings menu.
You log out frequently	Clear your cache and cookies. You can usually do this in your phone's settings menu.
The app is displaying out-of-date information	Try force-closing the app and opening it again.

I can’t log in with Google SSO

If you're having issues logging in with Google SSO:

• Confirm whether your company set up your employee profile before enabling SSO. If so, you must complete the invitation email process. Make sure you have activated your ZenEmployee account. If not, check for the invitation email and activate your account.

• Make sure your Google Workspace email address matches your ZenEmployee email.