Guide: Admins Getting Started Part 29 - Supporting Managers and Their Logins

When managers encounter login issues in SimplyMerit, administrators can support them by understanding how password resets, account locks, and invitations operate. The guidance below outlines the most common scenarios and how to resolve them. Note: These instructions do not apply to Single Sign-on (SSO) customers.

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1) Manager Forgot Their Password

If a manager has logged in at least once but cannot remember their password, they may use the password reset feature (if they are not using SSO):

• Navigate to the SimplyMerit login page:
  https://app.simplymerit.com

• Enter your email address and click Log In.

• When prompted for your password, click Forgot your password? Click here.

• Follow the steps to reset the password.
  

If the manager does not receive the password reset email, check the following settings:

1. System Control – Lock-Out Managers
   Ensure Lock-Out Managers is unchecked (disabled). If managers are locked out of the application, password reset emails will not be delivered.
   

2. Communications – Send Emails
   Note that the Send Emails setting does NOT impact invitation and password reset emails.
   
    

3. Communications - Lock Out of App
   Ensure that the Lock Out of App is not toggled on.
    

If all settings are correct and the email still does not arrive, contact [e-mail] for assistance. 

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2) Manager Account Locked After Failed Logins

SimplyMerit automatically locks a manager’s account after 3 failed login attempts.

• This lock is temporary and will automatically clear after 15 minutes.

• Any login attempts or password reset requests during the lock period will RESET the 15-minute timer.

Tip: Advise the manager to wait 15 minutes before attempting another login or password reset to avoid extending the lock period. 

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3) Manager Has Never Logged In

If a manager has not yet logged in at all, you can re-issue their invitation. Before sending a new invite, verify the following:

1. System Control - Lock-Out Managers
   Ensure Lock-Out Managers is toggled off

2. Communications – Enable Invitation and Send Emails
   Ensure Enable Invitation and Send Emails are toggled on.

Once the above checks are complete, navigate to:

Configuration → Manager Activity
Locate the manager and use Send Invite or Resend Invite next to their name. This action triggers the invitation email with instructions for logging in.

In the Manager Activity screen, you can also see whether a manager has:

• accepted their invitation

• logged in previously

• or remains unregistered (indicated by outstanding Send/Resend Invite buttons)
  

If a manager appears to have accepted but still cannot log in, this behavior typically indicates a forgotten password or recently locked account, and you should support them via the password reset flow described above.

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Summary of Best Practices

• Verify Enable Invitation and Send Emails are both toggled on via the Communications screen.

• For forgotten passwords, guide managers to use the Forgot Password option rather than resending invites.

• Understand that SimplyMerit locks accounts after 3 failed attempts, unlocking them only after a 15-minute delay.

• Use Manager Activity to:

  • resend invites

  • confirm login status

  • troubleshoot common login issues

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When to Contact Support

If all settings are correct and managers still do not receive emails or cannot log in after following the above steps, please reach out to [e-mail] for help.

→ Next : Guide: Admins Getting Started Part 30 - SimplyMerit Calculations