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Resolving Common Login Issues with Truv

Problem:

You are unable to log in to your Payroll Provider or Single Sign-On through Truv due to various errors.

Solution:

This guide covers several common login issues and how to address them.

1) Incorrect Login Credentials (Username/Password Error)
  • Issue: You receive a "Login error" or "Username or Password is incorrect" message.
  • Resolution:
    • Double-check your username and password for typos.
    • Use the "Forgot password?" functionality within Truv. This may open a new tab to your provider's site and require access to your registered email or phone to reset.
2) Configuration Error (Incorrect Org ID or Connection Issue)
  • Issue: You receive an error related to "Incorrect Org ID" or a general "Failed login" due to a configuration problem.
  • Resolution:
    • This typically indicates an issue with your payroll account or the connection itself.
    • Recommendation: Do not attempt to resolve this issue yourself. It is best to move on to other available verification methods within Truv (e.g., Upload documents, Connect tax provider).
3) Provider Unavailable
  • Issue: You see a message like "[Payroll Provider] is unavailable," indicating the service may be down for maintenance or other reasons.
  • Resolution:
    • There is no immediate action you can take.
    • Recommendation: Try again in a few hours. If timing is critical, consider moving to the next income verification solution provided by your agency.
4) Account Locked
  • Issue: You receive a message stating "Account is locked" after several failed login attempts.
  • Resolution:
    • Leverage Password Reset: Often, using the "Forgot password?" functionality in Truv can help you reset your credentials and unlock your account.
    • Provider Specific Steps: Some payroll providers may require additional steps directly on their platform to unlock an account.
5) Unable to Reset Password
  • Issue: You encounter a login error and, when attempting to reset your password, receive an error message that the password cannot be reset.
  • Resolution:
    • This may be due to security flags on your account and often requires direct intervention from your payroll provider.
    • Recommendation: If you cannot resolve this issue, you must move on to the next available verification method within Truv (e.g., "Verify using other methods" or "Upload documents").