Guide: Admins Getting Started Part 28 - 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.

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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

• Click Forgot your password? Click here under the login form after entering their email address.

• Follow the steps to reset the password.
  

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

1. System Control – Finalize Company
   Ensure Finalize Company is checked (enabled). Managers will not receive any system emails until the company is finalized in System Control.
   

2. 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.
   

3. Employee Information – Enable Invitation
   Confirm that the manager’s employee record has Enable Invitation = Yes. Managers with this setting disabled will not receive invitation or password reset emails.
   

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 – Finalize Company
   The company must be finalized for SimplyMerit to send emails (including invitations).

2. Employee Information – Enable Invitation
   Ensure that Enable Invitation = Yes in the manager’s employee record. Managers with this disabled will not receive invitations.

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

• Always confirm that Finalize Company is enabled before sending any manager emails.

• Verify Enable Invitation on the manager’s employee record before sending or resending invites.

• 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 29 - SimplyMerit Calculations