Ensure users can successfully log in to Workvivo using email and password authentication by confirming they are entering the correct email address and password.
Error Message
If a user sees the message:
“The email and password you entered did not match our records. Please double-check and try again.”
This usually indicates that the email address and/or password entered is incorrect, rather than an issue with Workvivo availability.
In most cases, this error appears due to a typo in the email address, an incorrect password, or the user attempting to sign in with an email address that does not match their Workvivo profile.
Using Email and Password Authentication
Where the issue occurs
This error is generated during the Workvivo login process, before authentication can be completed.
Because the credentials do not match the user’s Workvivo account, the login attempt is rejected.
Common Causes
In most cases, the affected user is:
Entering an incorrect email address
Using the wrong password
Attempting to sign in with a different email than the one associated with their Workvivo profile
Using an outdated or saved password from a browser or password manager
How to Resolve the Issue
On Desktop
Ask the user to complete the following steps:
On the Workvivo login screen, carefully re-enter their email address.
Confirm they are using the correct email address associated with their Workvivo profile.
Re-enter their password, ensuring:
Caps Lock is turned off
There are no extra spaces before or after the password
They are not using an old saved password from their browser or password manager
Select Log in again.
Resetting the User’s Password
If the user is unsure of their password or continues to see the error:
On the Workvivo login screen, select Forgot password.
Enter the user’s email address.
Ask the user to follow the password reset link sent to their inbox.
Once reset, have the user log in again using the new password.
Additional Information
If the user does not receive the password reset email, ask them to:
Check their Spam/Junk folder
Confirm that emails from Workvivo are allowed by their organisation
If the user still cannot log in after resetting their password:
An admin should confirm the user is active in Workvivo
Confirm the user has access to the correct Workvivo environment
Still Having Issues?
If the steps above have been completed and the user is still unable to log in, please contact Workvivo Support for further assistance and investigation.