When someone on your team can't log in, the error message usually points to one of a few causes. Most are fixed by resending an invitation, requesting a fresh link, or changing a browser setting, so approvals and payments don't wait on a support ticket.

Who can do this: Anyone with a Worksuite login. Resending a teammate's invitation needs an administrator. Resending a freelancer's invitation needs Can send invites to Partners.

Availability: Every account. Password expiry, lockouts, SSO and 2FA depend on your workspace's security settings.

TABLE OF CONTENTS

"Sorry your e-mail or password is incorrect." after a password reset

The most common cause is an invitation that was never accepted. Until a person accepts their invitation to your workspace, their account isn't active, so a password reset doesn't let them log in. This also happens to people who used Worksuite before and were invited again, for example to a different workspace.

Use this rule to pick the fix:

The person's statusWhat to do
Hasn't activated their account (invitation pending)Resend their invitation. They open it, set a password, and log in.
Active accountAsk them to reset their password or request a login link from your login page.

To resend a teammate's invitation:

  1. Click the settings icon next to your profile picture at the bottom left, then click Teammates.
  2. If anyone hasn't accepted their invitation, a banner says how many members haven't activated their accounts. Click manage invites.
  3. In Pending invitations, select the person and click Resend.

You'll see a message that the invitation has been resent. Once the person accepts it and sets a password, they can log in.

To resend a freelancer's invitation, open their profile, open the menu next to Edit and select Resend invitations.

If the problem isn't the invitation, check that they're using your workspace's Worksuite address and the exact email address they were invited with.

An invitation link works only until the account is created. If the person already has an active account, don't send another invitation. Ask them to go to your Worksuite address and reset their password or request a login link.

If the person you invited left your company before accepting, select them in Pending invitations, click Revoke, and invite their replacement. For a staffing supplier or agency contact who has left, contact Worksuite Support.

Links expire after a time set in your workspace's security settings. An expired login link opens a page that says "The link from your email has expired." Ask the person to click Request a new link, open the newest email, and open the link in a private or incognito window if it still fails.

"Your account was locked" or "Too many tries"

After too many wrong passwords, Worksuite blocks the login for a while. The message starts with "Your account was locked for" or "Too many tries" and says how long to wait. Wait for that time to pass, then reset the password or use a login link.

"Your password has expired." and password expiry emails

Some workspaces require a new password every set number of days. Everyone in those workspaces who logs in with a password, teammates and talent alike, gets an email five days before their password expires, with a link to choose a new one. If the password has already expired, they reset it from the login page. To check or change your workspace's password expiry or lockout settings, contact Worksuite Support.

SSO errors for a team member

If your team logs in with single sign-on (SSO) and one person fails while others get in, the cause is usually in your identity provider:

  1. Ask your IT team to check that the person is assigned to the Worksuite app in your identity provider.
  2. Check that the email address in your identity provider matches their Worksuite email address exactly.
  3. If you changed your SSO setup recently, check that the change included this person.

An error from your identity provider saying the user isn't assigned to the application points to step 1. "SSO not configured" means SSO isn't set up on the Worksuite address they used.

"403 Forbidden"

A 403 error usually comes from the person's network. Ask them to turn off any VPN, switch networks, or try a private window or another browser. If it fails on one connection only, their internet provider or IT team can help.

A 404 page or error page from a bookmark

Old bookmarks can point to addresses that are out of date, such as an old dashboard address. Log in from your workspace's main Worksuite address, then bookmark that page again.

Blank pages, pages that keep loading, or Save doing nothing

These are usually browser problems:

  • Signed in to more than one Worksuite site: log out of the other sites, or use a separate browser window. Being signed in to two sites can also make file downloads fail.
  • "CSRF Failed: CSRF cookie not set.": the browser isn't saving Worksuite's cookies. Allow cookies for the site and turn off browser extensions.
  • Clear cookies and cache, then try a private window or another browser on a computer.

If it keeps happening, send Worksuite Support a screen recording of the problem.

When your talent can't log in

  • Freelancers usually don't use your SSO. They log in with the email you invited, using a login link or a password. Google sign-in works only when their Google email matches the invited email.
  • Archived talent get no emails. If you archived a freelancer, Worksuite doesn't send them login links or reset emails, and the login page only says their email or password is incorrect. To give them access again, click your profile picture at the bottom left, choose Archived Partners, find them and click Restore.
  • 2FA problems, such as a lost phone: they can log in with one of their backup codes. If they don't have one, they contact Worksuite Support.

Share Why Can't I Log In? Login Error Messages Explained with talent who are stuck.

Still stuck?

Contact Worksuite Support with:

  • Your workspace's Worksuite address
  • The email address of the person who can't log in
  • A screenshot of the exact message, or a short screen recording

Support/Resources

Still have questions about team login problems? Click Support in the bottom-left corner of Worksuite to contact our Support team, or email support@worksuite.com. Including a link to the page you're on and a screenshot helps us answer faster.