This article will cover troubleshooting for common login issues.

Table of contents:

• Where do I login to Pave?

• Why did I receive the error message "Something went wrong, please try again" when resetting my password?

• Why can't I log into Pave or reset my password after being invited to our our team's Pave account by our current admin?

• Why do I keep receiving a "Something went wrong" error message at login?

• Why did I receive a "No matching email found" error message at login?

• Why can't I log into the account I created during the recruiting process?

• Why did I receive the error message "Okta error: User is not assigned to the client application" at login?

• Why do I receive a blank white page after I log in?

Where do I login to Pave?

If you have already created your Pave user account, you can log in to Pave at https://app.pave.com/login.

If you have not created your Pave user account, you can sign up for Pave at https://app.pave.com/signup.

Why did I receive the error message "Something went wrong, please try again" when resetting my password?

If you received the error message "Something went wrong, please try again" when resetting your password, it's likely due to one of the following two scenarios:

1. A Pave account has not been created for the email address used to request a password reset.
2. The Pave account exists but is configured for SSO logins and is not linked to a Pave password

To determine if you have already created a Pave login:

1. Navigate to https://app.pave.com/signup
2. Enter your company email address and click the Continue to login button
3. On the next screen, sign up via SSO or create a Pave password
4. Follow the prompts to verify your email address

If you're able to sign up for Pave, you'll be able to log in to your new Pave account. If you receive the error message "There was an error creating your account," it's likely that a Pave account already exists for the email address provided, but is configured for an SSO login. If your account is configured for SSO logins, you'll be able to sign into Pave at https://app.pave.com/login via SSO, but will not be able to use the password reset feature.

Why can't I log into Pave or reset my password after being invited to our our team's Pave account by our current admin?

If you have received an invitation to join your team's Pave account, but can't log in or reset your password, it's likely that you have not created your Pave user account. To resolve this, you'll just need to create a Pave user account using the following steps:

1. Navigate to https://app.pave.com/signup
2. Enter the email that received the Pave invitation
3. Click the Continue button
4. On the next screen, sign up via SSO or create a Pave password
5. Follow the prompts to verify your email address

Once you verify your email address, you'll be able to log into Pave with the permissions previously set by your team.

Why do I keep receiving a "Something went wrong" error message at login?

Employees

If you are an employee who has already onboarded with your company, you could be receiving the "Something went wrong" error message if:

• You are a new hire and Pave has not yet received the required HRIS data to allow you to log in
• Your team has not enabled the necessary permissions to allow you to access Pave
• Your team's Pave access is temporarily paused during an active merit cycle

To resolve this, you'll just need to reach out to your HR team to let them know you're having trouble logging into Pave. Your HR team will then work with your team's Pave admin to make any necessary changes to allow you to log in.

Candidates

If you are a candidate and are receiving the error message when trying to view your Visual Offer Letter, please reach out to your recruiter for help. Once you let your recruiter know you're unable to view your Visual Offer Letter, they'll be able to work directly with Pave Support to diagnose and resolve the issue.

Why did I receive a "No matching email found" error message at login?

The "No matching email found" error message may be displaying if:

• Pave is not receiving the necessary HRIS data to allow you log in
• Your team has not enabled the necessary permissions to allow you to access Pave
• An HRIS integration or Okta configuration issue is preventing you from successfully logging in

If you are an employee who has already onboarded with your team, you'll just need to reach out to your HR team to let them know you're having trouble logging into Pave. Your HR team will then work with your team's Pave admin to make any necessary changes to allow you to log in. If your HR team or Pave admin is unable to diagnose or resolve the issue, please have them reach out directly to Pave Support and we'll be happy to help.

If you are a candidate at the offer stage, you'll just need to reach out to your recruiter to let them know you're unable to access your offer. Once you let your recruiter know you're unable to view your Visual Offer Letter, they'll be able to work directly with Pave Support to diagnose and resolve the issue.

You can also reach out to support@pave.com for assistance with this.

Why can't I log into the account I created during the recruiting process?

In order to access a Pave account created during the recruiting process, the offer linked to the Visual Offer Letter must still be in the active state in the employer's applicant tracking system (ATS). Once an offer is accepted, rejected, or rescinded, the corresponding Visual Offer Letter letter will no longer be accessible in Pave.

If you accepted the offer, you'll be able to view your compensation in Pave once you've onboarded with your new company. If your HR team doesn't direct you to create a new Pave account using your new company email address after your start date, you can create your employee Pave account using the following steps:

1. Navigate to https://app.pave.com/signup
2. Enter your new company email address and click the Continue button
3. Follow the prompts to register your email address

If you rejected the offer or the offer was rescinded, you'll need to reach out directly to your recruiter if you have any questions or would like to revisit any details regarding the offer.

Why did I receive the error message "Okta error: User is not assigned to the client application" at login?

If you received the error message "Okta error: User is not assigned to the client application" at login, this means that your company's IT team has not added you to your company's Okta instance.

To resolve this, you'll just need to ask your company's IT team to add you to Okta. If your IT team has any questions or is unable to resolve the issue, they can reach out to us directly and we'll be happy to help.

Why do I receive a blank white page after I log in?

A blank white page received after login typically means that Pave is not receiving the necessary HRIS data to allow you access your Pave portal.

To resolve this, you'll just need to reach out to your HR team to let them know you're having trouble logging into Pave. Your HR team will then work with your team's Pave admin to make any necessary changes to allow you to access Pave. 

You and/or your HR team can also reach out to support@pave.com for assistance with this.