This article covers multiple issues related to login security in Personio. When Personio detects suspicious login activity, it may block your account or IP address to protect your data. This article explains how to resolve these security-related login problems.

Before you start

• Any user can follow these troubleshooting steps for their own account. For IP address blocking issues, contact your Administrator.
• Security tokens are one-time codes sent to your email that expire after five minutes. They provide extra protection when Personio detects suspicious activity.

My account is blocked after entering wrong credentials

If you enter the wrong login credentials three times, Personio blocks your account to protect your data. You have two options: reset your password, or gain access via the unblock email.

Reset your password

1. Go to the Personio login page.
2. Click Forgot Password.
3. Follow the password reset instructions.
4. Log in with your new password.

Use the unblock email

1. Check your email for an unblock message from Personio.
2. Review the device IP address and login location in the email.
3. Click the unblock button in the email.
4. Enter your current password to log in.

My account is blocked due to unusual login activity

When Personio detects login attempts from different browsers or IP addresses, it requires identity verification. Use the security token sent to your email to verify your identity and complete the login process.

1. Check your email for the security token from Personio.
2. Go to the Personio login page.
3. Enter the one-time code from the email during the login process.
4. After entering the security token, enter your email and current password to complete login.

My IP address is blocked

Multiple failed login attempts from the same IP address result in IP blocking, preventing all users on that network from accessing Personio. IP address blocks require Administrator intervention and support contact to resolve.

1. Contact your company's Personio Administrator immediately.
2. Inform them that your IP address appears to be blocked.
3. The Account Owner needs to contact Personio Support to unblock the IP address.

I need to use a security token to log in

If Personio detects certain types of suspicious activity, it sends a security token to your email address. You need this token and your password to log in. You can't turn off this functionality. Follow these steps:

1. Open the email containing the security token.
2. Enter the one-time code during the login process.
3. After entering the security token, return to the main login page and enter your email and current password to complete login.

Note:
If you get a security token email and don't recognize the activity, reset your password immediately. 

Reduce unnecessary security token emails

If you frequently receive security token emails, configure your browser to save Personio cookies and reduce security token requests.

For example: In Chrome, go to chrome://settings/cookies, and add *.personio.com to the allowed sites.