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Troubleshoot login issues

This article helps you troubleshoot common login problems, like password issues, invitation email problems, or SSO issues. 

Tip:
If you're having trouble logging in, check the Personio status page to see if there's a service disruption.

Before you start

  • You can log in to Personio using either your email and password or single sign-on (SSO), depending on the method your company has set up for you.

Extra resources for Administrators

General login issues

I can't log in

If you're trying to log in to Personio for the first time

  1. Your Personio Administrator sends you an invitation email.
  2. Open the email and click the link.
  3. Set a password that meets the requirements and register.
  4. After registering, go to hostname.app.personio.com/login and log in with your email and password.

If your administrator gave you an activation code instead of an invitation email, see how to register with Personio using an activation code.

If you're having trouble logging in

  • Check the Personio status page for service disruptions.
  • Make sure you have activated your account.
  • Update your browser to the latest version.
  • Clear your browser's cache and cookies.
  • Use an incognito window or a different device and browser.
  • Check that your email matches the one in your Personio profile. Ask your Personio Administrator if you're not sure.
  • Check for spelling errors in your email address.
  • Type the correct login address: hostname.app.personio.com/login instead of using bookmarks or links from Personio emails.
  • Enter your password manually.
  • Check for overdue invoices in the Subscription & billing area.
  • Reset your password if none of these suggestions work.

If your account is blocked because of unusual login behavior, find out how to unblock it. If you still can't log in after trying these steps, check the issues below for more specific troubleshooting.

My email link or code has expired

Email apps may group Personio emails together. Check the timestamps and always use the newest email, as older links don't work.

Links and codes in Personio emails expire after different amounts of time. Here's how long each one is valid:

  • Welcome to Personio (invitation to set your password): link expires after 30 days
  • Personio password reset (when you request a password reset): link expires after 5 days
  • Unblock your account (when Personio detects suspicious activity): link expires after 5 days
  • Verify your identity (2FA confirmation code): code expires after 5 minutes

I haven't received the invitation email

If you haven't received the invitation email:

  1. Check your spam for emails from info@m.personio.com
  2. If you still can't find the invitation email, ask your Personio Administrator to follow the invitation email troubleshooting steps.

I don't know my login address

Your login address is specific to your company and follows this format: hostname.app.personio.com/login. Replace "hostname" with the name chosen by your company for your Personio account. 

If you don't know your hostname:

  • Check your email for a welcome email from Personio. The email address is info@m.personio.com —check your spam folder as well. The URL at the bottom of the email contains your hostname. Here's an example: "https://hostname.app.personio.com/login/invite/22131821419/OHfg43P4jhX".
  • Ask a colleague who uses Personio to share the address from their browser address bar. Your hostname is the first part before .app.
  • Ask your Personio Administrator to confirm your company's hostname.

Tip:
If you don’t have the welcome email, contact your company’s HR team.

I forgot my password

If you forgot your password, you can reset it. If you log in with SSO, you need to reset the password for the third-party service you use to log in to Personio.

I haven't received the password reset email

  1. Check your spam for emails from info@m.personio.com
  2. If you can't find the email, ask your Personio Administrator to reset your password. 

I entered the wrong password three times

If you enter the wrong password three times, your account becomes locked. To unblock it, you can reset your password or use the unblock email that Personio sends you.

Learn more about how to unblock your account.

I forgot my email address

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

My username or password isn't correct

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

  • The password you entered doesn't match the one stored in your Personio account. If you can't remember it, click Forgot your password? Then, enter the email address used for your account. We email you with instructions on how to reset your password.
  • You have changed the email address in your Personio account. In this case, you need to click Forgot your password? Then, enter your new email address. 

I see an error that something went wrong

If you see a message that something went wrong during login, there might be a service issue with Personio. Check the status page to see if there's a disruption.

I can't log in to my 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 Personio account.
  2. Click Finish signup.
  3. Create your password and save it.

I have to keep entering my password every time I log in

If you have to enter your password every time you log in, use a password manager. Password managers store your passwords in an encrypted format. They automatically fill passwords for you.

My password manager isn't working with Personio

If you use a password manager and it stops working with Personio, make sure you're using the correct Personio URL.

Update these settings in your password manager:

  • Change your Personio URL from hostname.personio.de to login.personio.com
  • Make sure your username field contains your email address
  • Turn on autofill and automatic sign-in to avoid manual steps (if your IT policy permits)

Issues with security tokens and unblock account emails

I haven't received the security token or unblock account email

  1. Check your spam folder for an email from info@m.personio.com.
  2. If it's not there, ask your Personio Administrator for help.

Learn how to make sure you receive Personio system emails.

I've received the security token, but it doesn't work

If you've triggered multiple tokens, use the most recent one. Security tokens expire after different amounts of time:

  • Unblock your account (when Personio detects suspicious activity): link expires after 5 days
  • Verify your identity (2FA confirmation code): code expires after 5 minutes

After your token expires, try logging in again to generate a new one. Learn more about security tokens and unblocking your account.

Issues with two-factor authentication (2FA)

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 2FA 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.

 

My 2FA codes aren't working

Issue

If the time zone on your device doesn’t match the time zone in the authenticator app, the 2FA code mightn't work.

Possible solution

Time synchronization issues can prevent 2FA codes from working. Follow these steps based on your device type to fix the time settings.

For Android devices:

  1. Open the 2FA app and go to the settings menu.
  2. Look for an option related to "time correction for codes".
  3. Synchronize the time settings.

For iOS devices:

  1. Go to your device settings and set the date and time to update automatically.
  2. Make sure location services always allow access to your 2FA app.

If fixing the time settings doesn't resolve the issue

  1. In the authenticator app, delete the existing Personio entry.
  2. Go back to Personio and scan the QR code again.
  3. Enter the code from the new entry straight away, as codes expire after a few seconds. If you have multiple Personio entries in the app, make sure you're using the new one, not an old one.

If the issue still persists, an Administrator needs to reset the employee's 2FA:

  1. Go to the employee's profile.
  2. Click the three-dot icon in the top right.
  3. Select Manage account.
  4. In the Authenticator app section, check that the Authenticator app shows as Active. If it does, the employee has 2FA set up and you can reset.
  5. Click Reset next to Authenticator app.
  6. The employee can then log in to Personio, scan the new QR code with their authenticator app, and enter the code to complete setup.

Issues with mobile app login

I can't log in to the mobile app

If you're having trouble logging in to the mobile app, troubleshoot mobile app login issues.

Issues with SSO login

I can’t log in with SSO

  • Confirm if your company has set up your employee profile before enabling SSO. If so, you need to complete the invitation email process. Make sure you have activated your Personio account. If not, check for the invitation email and activate your account.
  • Make sure your Google Workspace email address matches your Personio email.

Other SSO issues

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