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Account Access & Recovery

Resolve company login, temporary-password, email verification, password-reset, Email PIN, disabled-account, and workspace-access problems safely.

Check the company workspace

  • Confirm the company code or company-specific login URL before troubleshooting credentials.

Recover access safely

  • Use the supported verification, password-reset, temporary-password, or Email PIN workflow.

Know when Admin help is required

  • Disabled accounts, expired temporary access, and company-level restrictions may require a company Admin or Prospeno support.

Sign-in checklist

Before resetting anything, confirm

  • The company code or company login URL is correct
  • The email address is the one registered to the company
  • Caps Lock is off
  • The password is entered exactly
  • The browser permits JavaScript and cookies
  • The security challenge completed when shown
  • The company and user remain active
  • The Email PIN step was completed when required

Do not create another account to work around a sign-in problem.

Company code vs company login URL

Company code

  • A short company identifier entered on /login
  • Resolved through /api/auth/company-lookup before sign-in continues
  • May be remembered on the device separately from the slug

Company login URL

  • A company-specific address such as /c/your-company-slug
  • Opens the login form for that workspace without re-entering the code
  • Uses the company slug (login_slug), which is related to but not identical to the company code
  • Admins can share the company code and slug-based URL from Company Settings.
  • Invalid or unknown company codes show a company-not-found style error.
  • Inactive companies are blocked with a contact-support style message.
  • Wrong-company membership returns generic invalid-credentials messaging.
  • Users can still sign in from /login when they know the company code.
  • After logout, Prospeno may return users to a remembered company slug URL when available.
  • Custom Branding affects the company login appearance only when the company and module configuration support it.

Invalid email or password

Customer-facing message

Invalid email or password.

Safe actions

  • Re-enter the registered email address
  • Re-enter the password carefully
  • Confirm the correct company workspace
  • Use password reset when needed
  • Contact the company Admin if the account may be disabled

Prospeno uses generic invalid-credentials messaging and does not confirm whether a particular email exists in the system beyond the current UI behavior.

Admin-created temporary access

  1. 1

    Admin creates the user account

    A company Admin creates the user from Users & Access. Prospeno does not send customer-facing email invitations for new users.

  2. 2

    Admin receives or sets the temporary password

    The temporary password is shown once in the Admin UI and is not emailed automatically by Prospeno.

  3. 3

    Credential is shared privately

    The Admin shares the temporary password through a secure private channel.

  4. 4

    User signs in through the correct workspace

    Use /login with the company code or the company login URL /c/your-company-slug.

  5. 5

    User creates a new private password

    force_password_change sends the user to /change-password before normal workspace access continues.

  6. 6

    Rates and assignments are completed separately

    Role, Team & Rates, and Project Assignments are configured after account creation as needed.

Temporary password expired

Ask your Admin to issue a new temporary password.

  • Temporary access may expire when the session is no longer valid for forced password change.
  • Self-serve password reset does not replace an expired Admin-issued temporary password in every case.
  • Only a company Admin can issue another temporary password from Users & Access.
  • Old temporary credentials should no longer be used after replacement.
  • Never share temporary passwords in public channels.

First password change

  1. 1

    Sign in with temporary access

    Use the exact temporary credential supplied by the Admin.

  2. 2

    Open the required password-change screen

    Prospeno redirects users with force_password_change to /change-password automatically after sign-in.

  3. 3

    Enter a new secure password

    Follow the current password policy (minimum 12 characters).

  4. 4

    Confirm the new password

    Resolve mismatch or validation errors before submitting.

  5. 5

    Continue to the workspace

    After a successful change, Prospeno continues into the workspace according to role and post-auth checks.

Until the password change succeeds, normal workspace access remains blocked even when the temporary password is accepted.

Password reset

  1. 1

    Open the supported password-reset page

    Go to /forgot-password and enter the registered email.

  2. 2

    Complete the security challenge when shown

    Forgot-password may require Cloudflare Turnstile when enabled.

  3. 3

    Open the reset email

    Use the reset link while it remains valid in the current recovery flow.

  4. 4

    Create a new password

    Choose a password that satisfies the current policy (minimum 12 characters).

  5. 5

    Return to the correct company login page

    Sign in at /login or the remembered company login URL with the new password.

  • The forgot-password success message does not confirm whether an account exists for the email.
  • Expired or invalid recovery links require requesting a new reset email.
  • Disabled users remain blocked even if a reset email is requested.
  • Users who no longer control the registered email need Admin or Prospeno support assistance.
  • Delivery timing depends on the email provider; reset emails are not guaranteed to arrive instantly.

Verification email

Email verification flow

  • New account registration requires email verification before normal workspace access.
  • After password sign-in, unverified users are signed out and sent to /verify-email.
  • Users can resend verification from /verify-email with a cooldown between sends.
  • Expired or invalid verification links show an invalid-or-expired style message.
  • Check spam or junk folders when the message is delayed.
  • Return to /login or the company login URL after verification.
  • Contact the company Admin or Prospeno support when the registered email is inaccessible.

CAPTCHA or security-check failure

Current customer-facing messages

  • We could not complete the security check. Please try again.
  • Verification failed. Please try again.

Safe steps

  • Wait briefly and retry
  • Confirm JavaScript is enabled
  • Disable aggressive script blocking for the login or reset page
  • Avoid repeated rapid submissions
  • Try a supported browser
  • Check internet stability
  • Contact support if the issue continues

CAPTCHA or Turnstile is required on supported public forms when enabled and is not optional.

Email PIN 2FA

What Email PIN 2FA does

Email PIN is an additional sign-in step after successful password authentication.

  • It is separate from the account password
  • It is separate from the 4-digit Kiosk Attendance PIN
  • The PIN is delivered to the registered email account
  • A 6-digit PIN is used on /login/pin
  • The current PIN expires in 10 minutes
  • Resending may invalidate an older unused PIN for the active challenge
  • Correct credentials alone do not complete sign-in when PIN verification is required
  • Authenticator App TOTP is available separately for Admin and Manager accounts at /login/authenticator
  • Only one second-factor method can be active per user (Email PIN or Authenticator)
  • Prospeno does not provide SMS 2FA in the current implementation

PIN not received

  • Wait for normal email delivery
  • Check spam or junk folders
  • Confirm the registered email address
  • Use resend only when the countdown allows it
  • Avoid repeated rapid resend attempts
  • Use the newest PIN from the latest email
  • Contact the company Admin when the registered email is incorrect
  • Contact Prospeno support when delivery repeatedly fails

Resend is blocked for 60 seconds between sends on the active challenge.

Invalid or expired PIN

  • State

    Invalid PIN

    Meaning

    Code did not match

    Safe action

    Re-enter carefully

  • State

    Expired PIN

    Meaning

    Code is no longer valid

    Safe action

    Request another code

  • State

    New PIN sent

    Meaning

    Previous code may no longer work

    Safe action

    Use the newest email

  • State

    Too many attempts

    Meaning

    Retry protection was triggered on the active challenge

    Safe action

    Request a new code

Status table

After five failed attempts on the active challenge, Prospeno requires a new code before trying again.

Disabled user

Your account is disabled. Contact your admin.

  • Correct credentials do not override disabled status
  • Password reset does not automatically reactivate the account
  • Historical attendance, expenses, payroll, assignments, and audit records remain preserved
  • A company Admin must use the supported reactivation workflow in Users & Access
  • Another temporary password may be needed afterward according to current behavior

Workspace unavailable

We could not open this company workspace.

  • Invalid company URL or slug
  • Changed or incorrect slug
  • Inactive company
  • User no longer belongs to that company
  • Subscription or workspace restriction
  • Temporary product issue

Safe actions

  • Confirm the URL with your company Admin
  • Try the general login page at /login
  • Contact the company Admin
  • Contact Prospeno support when the workspace should be active

Expired or inactive subscription

User-level access problem

  • The individual account is disabled, unverified, or has incomplete security steps
  • Password reset or a new PIN may resolve user-level issues when permitted

Company-level restriction

  • The workspace subscription, company status, or module entitlement prevents normal use
  • Changing the password does not fix company-level restrictions
  • The company Admin or billing owner should review Subscription, Wallet, or Module Marketplace
  • Historical data should remain preserved according to current product behavior

For billing or entitlement inconsistencies, see /docs/guides/billing-troubleshooting or contact Prospeno support.

Project missing after sign-in

  • Successful sign-in does not automatically grant every project
  • Manager, Supervisor, and Employee visibility may depend on Project Assignment
  • The Admin should review assignments in Project Assignments
  • Changing the password or creating another account will not fix missing project access

Role changed but access looks unchanged

  • Refresh the page
  • Sign out and sign in again where required
  • Confirm the new role in Users & Access
  • Confirm project assignments
  • Confirm module entitlement in Module Marketplace
  • Confirm the record is not locked by status

Remember Me

Current behavior

  • Remember Me may keep the user signed in longer on the same browser
  • It should not be used on shared or public devices
  • It does not bypass Email PIN, disabled-user, company, role, or entitlement checks
  • Logout should still end the current session according to product behavior

Shared-device safety

  • Never share accounts
  • Do not save passwords in a shared browser
  • Do not use Remember Me on shared devices
  • Sign out after use
  • Do not reuse Kiosk devices for general Admin sign-in
  • Never leave temporary passwords or PINs visible
  • Report suspected access immediately

Decision tree

I cannot sign in at all

  • Check company URL → credentials → security challenge → verification → Email PIN

My temporary password no longer works

  • Ask the Admin for new temporary access

I can sign in but cannot see a project

  • Review Project Assignments

I can sign in but cannot open a module

  • Review module entitlement and role permission

I am told the account is disabled

  • Contact the company Admin

I am told the workspace is unavailable

  • Confirm company URL, then contact the Admin or Prospeno support

I no longer have access to the registered email

  • Contact the company Admin and Prospeno support. Do not create a duplicate account.

When Admin help is required

Typical Admin actions

  • Disabled user
  • Incorrect company membership
  • New temporary password
  • Wrong user email
  • Role change
  • Project assignment
  • Inactive module
  • Subscription or plan restriction

When Prospeno support is required

Contact Prospeno support when

  • Valid reset or verification email repeatedly fails
  • The company workspace should be active but remains unavailable
  • Wallet or subscription state appears inconsistent
  • A correct role and assignment still produces denied access
  • Repeated Email PIN delivery fails
  • Access behavior contradicts the company Admin’s current settings

Open /docs/support to prepare a support request.

What to include in a support request

  • Company name
  • Company code or company login URL
  • Affected user email
  • Page or route
  • Exact message shown
  • Time of occurrence
  • Browser and device
  • Safe screenshot with sensitive data hidden
  • Steps already attempted

Never send passwords, temporary passwords, Email PINs, OTPs, card security codes, or private banking credentials.

Important limitations

  • Password reset does not reactivate a disabled user.
  • A correct password does not override company or subscription restrictions.
  • Temporary passwords may require Admin replacement when expired.
  • Email verification and Email PIN depend on access to the registered email.
  • Email delivery may be delayed.
  • Remember Me should not be used on shared devices.
  • Project visibility may require assignment after successful sign-in.
  • Module access requires both company entitlement and user permission.
  • Kiosk Attendance PIN is separate from Email PIN 2FA.
  • Some account or company corrections require an Admin or Prospeno support.
  • Never create duplicate accounts to work around an access issue.

Where to find help

Use the ? button in the web application for the current page guide, Getting Started, Module Guides, and Contact Support.

Related links

Jump to the module, marketplace, or broader help resources.

Account Access & Recovery Guide — Prospeno Docs