Overview
Can't get into Motivosity? Most sign-in problems come down to one of a few causes. Find the one that matches what you're seeing and work through it.
If none of these fit, or you'd rather not work through it alone, start a chat with us using the chat icon or email support@motivosity.com. We're happy to help.
First, check which sign-in page you should be using
This is worth confirming before anything else, because the rest depends on it.
Direct Motivosity login: app.motivosity.com
Single Sign-On (SSO): a custom page at your-company.motivosity.com, or you get redirected to your company's own sign-in screen
If you're not sure which your company uses, your Motivosity administrator will know, and so will most of your colleagues. See Signing into Motivosity Using Single Sign-On for more on how SSO works.
I enter my email and never get asked for a password
If you type your email, click Next, and the screen just returns you to the email or phone number field, this isn't a forgotten password. Resetting your password won't help.
It almost always means the email you're entering isn't the one your account is set up under. That happens more often than you'd think:
You have more than one work email address
Your company changed its email domain
Your company merged with or was acquired by another company
Your account was created with an address you don't think of as your work email
Your company uses your phone number or payroll ID as the username instead
Try any other addresses you might have been set up with. A colleague can look at your profile in Motivosity and tell you exactly which email is on your account, and your administrator can too. If none of them get you past that screen, reach out and we'll check the record for you.
My company merged with another company and now I can't sign in
After a merger or acquisition, your administrator handles credentials. They decide which account and which email address you use going forward, whether your existing account carries over, and whether a new one is created for you under the new organization.
So the fastest route is to ask your administrator which email you should be signing in with. They'll have the answer, and they're the only ones who can change it if it needs changing. Motivosity isn't able to update your email or username on your behalf, or move an account between organizations.
If you're not sure who your administrator is after a merger, your manager or HR contact will know. Reach out to us if you get stuck working out who to ask and we'll help you find the right person.
I didn't receive a password reset email or text
Check that the username you entered matches your Motivosity profile. If it doesn't match, no email will be sent. Typos are the usual culprit, either in what you typed or in what was originally set up for you. A colleague or your administrator can confirm the right one.
Check whether your company uses SSO. If it does, your password isn't managed by Motivosity, so a Motivosity reset won't apply. See Signing into Motivosity Using Single Sign-On.
Check your spam folder and your text messages. Depending on your setup, the reset may arrive by either.
Give it a few minutes. Reset messages usually arrive quickly but can take a little time.
My reset link says it's expired or doesn't work
Reset links work once and then expire, so an old email won't help. If you requested several, use the most recent one.
Open the link in a web browser rather than inside the mobile app. Emails contain a direct reset link; text messages contain a link to the sign-in page.
If it still doesn't work, go back to the sign-in page and enter your username again. You'll be prompted to confirm your sign-in method and can set a new password from there.
I entered my username and password and still can't get in
Confirm two things first:
The right sign-in page, direct or SSO. See the section above.
The right username. Most commonly your work email, but your company may use your phone number or payroll ID instead.
If both are right and you still can't get in, reset your password using the steps in How Do I Reset or Change My Password.
My company uses SSO and my password doesn't work
With SSO, your password is managed by your company rather than by Motivosity, so it needs to be reset on your company's sign-in page:
Go to your company's Motivosity page, usually your-company.motivosity.com
Use the Forgot Password or Reset Password link there
Follow the instructions on that page
If your company's page doesn't offer a reset option, your IT team or Motivosity administrator handles it.
I've never signed in to Motivosity before
You need your welcome email or invite link to get started. If it never arrived, see I didn't receive a Welcome Email.
My email address changed and now I can't sign in
Your Motivosity administrator makes this change. Motivosity's policy is not to change user data on a customer's behalf, so we're not able to update your email or username for you even though we'd like to help.
If you're not sure who your administrator is, your manager or a colleague usually knows. Reach out to us if you get stuck working it out and we'll help you find the right person.
Still stuck?
Start a chat using the chat icon, or email support@motivosity.com. Tell us which sign-in page you're using, the username you're trying, and what happens when you try, and we'll take it from there.