Cannot login to company portal

Summary

This guide helps you troubleshoot and resolve: Cannot login to company portal. Follow the steps below to fix the issue.

Common Causes

Problem

You cannot access your company intranet, employee portal, or internal website that contains important work resources.

Common Company Portals

• Employee self‑service portals
• HR systems (Workday, SAP SuccessFactors)
• IT service desks
• Internal news sites
• Expense reporting systems
• SharePoint sites

Symptoms

• "Page cannot be displayed" error
• "Access denied" or "Unauthorised" message
• The site keeps loading without finishing
• Redirect loops back to the login page

Solutions

Step 1: Check Your Internet Connection

1. Try loading a public website, such as google.com.
2. If you cannot load public websites, troubleshoot your internet connection first.
3. Ensure you are not connected to a guest Wi‑Fi network.

Step 2: Find and Use the Correct Portal URL

1. Check your welcome email or IT onboarding documentation for the specific portal address provided when you started.
2. Ask your manager or team leader for the correct company intranet link.
3. Check any saved bookmarks on your work computer.
4. Do not guess the address; using an incorrect URL can trigger security warnings or access denied errors.

Step 3: Try a Different Browser and Clear Cache

1. If you are using Microsoft Edge, try Google Chrome, or vice‑versa.
2. Clear your browser cache and cookies. See How to clear browser cache/cookies for detailed steps.
3. Reload the company portal page.

Step 4: Check VPN Connection

1. If you are accessing the portal from home or a remote location, ensure your VPN is connected.
2. See Connecting to company VPN from home for connection steps.
3. Many company portals only work on the corporate network or through an active VPN connection.
4. Connect to the VPN and refresh the portal page.

Step 5: Verify Your Credentials

1. Ensure you are using the correct username format:
   • DOMAIN\username
   • Your full email address: [email protected]
2. Check that your password is current and has not expired.
3. Try logging into another company application to verify your credentials.
4. See Cannot login with domain credentials for further troubleshooting.

Step 6: Multi-Factor Authentication (MFA) Troubleshooting

1. Open your authenticator app (such as Microsoft Authenticator or Google Authenticator) on your mobile device.
2. Check that the time on your mobile device is set to automatic, as incorrect time can cause codes to fail.
3. Enter the current six‑digit code displayed in the app before it expires.
4. If you do not have your mobile device, use a backup code provided during your MFA setup.
5. If you use SMS verification, check that your phone has signal and that you have not blocked messages from unknown senders.
6. If you are not receiving SMS codes, contact IT to verify your registered mobile number is correct.
7. If you have a new phone, you will need to re‑register your device for MFA through IT support.

Step 7: Check for Service Outages

1. Check your company's status page, if one is available.
2. Check Microsoft 365 service health at status.office.com.
3. Try accessing the portal again after a short wait.

Step 8: Account Lockout and Disabled Accounts

1. If you have entered the wrong password multiple times, your account may be locked for security reasons.
2. Do not keep attempting to log in, as this can extend the lockout period.
3. Wait 15 to 30 minutes before trying again.
4. If your company offers self‑service password reset, use the "Forgot password" or "Unlock account" link on the login page.
5. If the lockout persists, contact IT to have your account unlocked.
6. If your employment has ended or you have been inactive for a long period, your account may have been disabled. Contact HR or your manager to confirm your employment status.

Step 9: Mobile Device Access

1. Check if your company provides a dedicated mobile app for the portal.
2. Download the official app from the Apple App Store or Google Play Store.
3. Log in using the same credentials and MFA method as the desktop portal.
4. Ensure your mobile operating system is updated to the latest version.

Security Requirements

Many portals require:

• A modern browser (Chrome, Edge, Firefox)
• Pop‑ups enabled for the portal domain
• JavaScript enabled
• Specific security settings configured by your IT team

Need More Help?

If you still cannot access the portal, please Open a Ticket and include:

• The portal URL you are trying to access
• The exact error message you receive
• Whether the VPN is connected
• The browser and device you are using
• Whether you have received an MFA code or seen a lockout message

Note: Verify that the ticket link above is the correct support portal for your specific client organisation.

Still Having Issues?