When managers encounter login issues in SimplyMerit, administrators can support them by understanding how password resets, account locks, access settings, 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.
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 the email address and select Log In.
- When prompted for the password, select 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.
User Control – Lock Out ALL Users
Ensure Lock Out ALL Users is disabled. If managers are locked out of the application, password reset emails may not be delivered.
User Control – Company-wide Email Settings
On Configuration → User Control, confirm that email settings are not paused in a way that would block the needed email. The broadest pause setting stops all SimplyMerit emails, including invitations and password resets.
User Control – Core Access
Confirm that the user has Core Access enabled. Core Access controls whether the user can sign in to SimplyMerit.
If all settings are correct and the email still does not arrive, contact support@simplymerit.com for assistance.
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 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.
3. Manager Has Never Logged In
If a manager has not yet logged in, you can re-issue their invitation. Before sending a new invite, verify the following:
User Control – Lock Out ALL Users
Ensure Lock-Out Managers is disabled.
User Control – Core Access and Planning Access
Navigate to Configuration → User Control and confirm that the manager has the appropriate access enabled:
- Core Access lets the user sign in.
- Planning Access lets the user access planning areas.
User Control – Receive Emails
Confirm Receive Emails is enabled if the manager should receive routine system communications. Invitation and password reset behavior may also depend on the company-wide email pause settings at the top of User Control.
Once the above checks are complete, stay on:
Configuration → User Control
Locate the manager and use Send Invitation or Resend Invite from User Control. This action triggers the invitation email with instructions for logging in.
In User Control, you can also see whether a manager has:
- accepted their invitation
- or remains unregistered, indicated by available Send Invitation or 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. Support them through the password reset flow described above.
Limited-Access Message
If a user logs in and sees a limited-access message, they have Core Access but may not have the access needed for the area they are trying to use.
Check Configuration → User Control for:
- Planning Access, for planning pages
- Portal Access, for the Employee Portal
- View Only, if they can view but should not edit
- company-wide planning or portal lock settings
Summary of Best Practices
- Review Core Access first when a user cannot sign in.
- Review Planning Access when a manager or delegate cannot access planning.
- Use Manager Activity to review invitation status and resend invitations when available.
- For forgotten passwords, guide managers to use the Forgot Password option rather than resending invites.
- Understand that SimplyMerit locks accounts after 3 failed attempts and unlocks them only after a 15-minute delay.
- Review User Control company-wide email pause settings if invitations or password resets are not being delivered.
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 support@simplymerit.com for help.
→ Next: Guide: Admins Getting Started Part 31 - SimplyMerit Calculations
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