Ensure users can successfully log in to Workvivo using email and password authentication by checking for duplicate or deactivated user accounts associated with the same email address.
Error Message
If a user sees the message:
“429 Too Many Requests”
when attempting to sign in, this usually indicates a duplicate user account scenario, rather than an incorrect email, password, or platform availability issue.
In most cases, this error occurs when multiple user profiles exist in Workvivo using the same primary or secondary email address, including profiles that have previously been deactivated.
Using Email & Password Authentication with Workvivo
Where the issue occurs
This error is triggered during the authentication process before the login is completed, when Workvivo detects conflicting user records associated with the same email address.
To prevent ambiguity and security issues, the login attempt is blocked.
Common Causes
In most cases, the affected user:
Was previously deactivated and later re-added using the same email address
Has a duplicate deactivated profile still associated with their email
Has the same email address set as a secondary email on another user profile
Investigating Duplicate User Accounts
Using the Admin Panel
An Admin should complete the following steps:
Navigate to Admin > Admin Hub > People
Select the Deactivated tab
Search for the affected user’s email address
Check for:
Duplicate deactivated user profiles
Secondary email addresses match the same email address
Resolving Duplicate User Accounts
How to resolve
Once a duplicate is identified:
Remove or update the duplicate deactivated user profile, as appropriate
Ensure that only one active user account exists for the email address
Confirm the email address is not set as a secondary email on another user
Ask the user to retry logging in once the cleanup is complete
Additional Information
This issue is most commonly seen when users are deactivated and later re-added using the same email address
Secondary email addresses can also cause this error and should be reviewed carefully
Only one active user profile can exist per email address in Workvivo
Still Having Issues?
If duplicate user accounts have been resolved and the error persists, please contact Workvivo Support for further assistance and investigation.