This guide covers sign-in problems you can check yourself, including passwords, invitations, Microsoft sign-in and two-step verification.
It does not cover switching after you are signed in; see Working in more than one organisation for that.
Check your email and password
On Sign in to your account, enter your full Email address.
Re-enter your Password, checking capital letters and any spaces copied at either end.
Select Sign in.
An invalid email format shows Please enter a valid email address. A missing password shows Password is required. If the details do not match an account, the app says Email or password is incorrect.
If your email address has changed or the error continues with a known password, ask an Owner or Admin to check the email held on your account.
Reset a forgotten password
Select Forgot password?.
Enter your Email address.
Select Send reset link.
Look for the reset email and open its link.
The page always says If that email is registered, a reset link has been sent. This protects account details, so it does not confirm whether the address exists. Check spam or junk, then ask an Owner or Admin to confirm your account email if nothing arrives.
Claim an invitation
Open the full account-claim link from your invitation email. On the welcome screen:
Enter a Password of at least eight characters.
Enter it again under Confirm password.
Select Set password and continue.
The form shows Password must be at least 8 characters or Passwords don't match when needed. If you see Invite link problem, follow Go to sign in only if you have already claimed the account. Otherwise, ask an organisation admin to resend the invite from My Organisation.
Sign in with Microsoft
Select Sign in with Microsoft where your organisation uses Microsoft sign-in, then complete Microsoft's own prompt.
The app gives specific guidance if no Joy account exists, your account has no access, your IT administrator must approve Joy, the Microsoft identity is linked elsewhere, sign-in was cancelled, Microsoft is not configured, or the session expired. Follow that message; an Owner or your organisation's IT administrator may need to help.
Complete two-step verification
The screen says Enter your 2-step verification code. Enter the Verification code, then select Verify.
If your account uses an authenticator, enter its six-digit code or a saved recovery code. You can select Send me a code by email/SMS instead; after sending, this becomes Resend code by email/SMS and the page says A verification code has been sent to you.
If a code does not arrive, check email spam and the mobile number available to your organisation, wait briefly, then resend it. A delivery failure tells you to try again shortly or contact your organisation admin. Ask an Owner or Admin if no correct email address or mobile number is held.
When to ask for help
Ask an Owner or Admin when your email, access, invitation, Microsoft link or verification contact details need changing. Select Help & Support or email [email protected] if the on-screen action repeatedly fails after those details are confirmed.