Troubleshooting & FAQ
Troubleshooting & FAQ
Quick fixes for the problems people run into most — sign-in, missing features, approvals and profile changes.
Table of Contents
Find your problem below. If none of these help, contact your HR team — they can see your account and, if needed, sign in as you to check (see User impersonation).
I can't sign in
| What you see | Fix |
|---|---|
| Incorrect username or password, please try again. | Check Caps Lock and retype. Still failing? Reset your password. |
| Logins for this company are currently disabled, please contact Intelliob Support. | Sign-in is switched off for your company — contact HR. |
| Too many requests. Please try again later. | Wait a few minutes before trying again. |
| The company name after the first step isn't yours | Select Wrong company? Enter code again. and check your company code. |
| No password-reset email | Check spam. Your registered email may be out of date — ask HR to update it. |
I can't see a feature
A missing menu item, card or button is almost always one of these:
- Your role. Team Admin and eHR Portal Management only appear if HR has given you that access.
- Your company hasn't enabled it. HR switches Self Service modules on or off for everyone in Self Service sections.
- It's not part of your plan. Some modules are only available to certain organisations.
Use Search (Ctrl + K) and type the feature name. If it doesn't come up, it isn't enabled for you.
I see "Access Denied"
You opened a page your role doesn't allow — usually from an old bookmark or a link someone shared. You're returned to the Dashboard. Ask HR if you need access.
My request is stuck as Pending
- Check who it's waiting for: on Leave, Leave posted would require approval from names your approver; other pages show approver information too.
- Remind your approver — it's in their Team Alerts.
- If the approver is wrong or has left, ask HR to fix your reporting line or the approval workflow.
I can't cancel my leave
You can delete a Pending application and cancel an Approved one only until the leave date. After that you'll see Leave Cannot Be Cancelled — contact your manager or HR.
My profile change hasn't appeared
Profile changes need approval. Until then the section shows Pending Approval and your old details stay in place. Ask your manager to check Personal File Changes in Team Alerts.
Today's attendance shows Not Marked
Biometric punches can take up to 3 hours to appear, longer if a device has problems. Wait at least 24 hours before declaring a correction.
Managers: a request isn't in my approval list
- It may have been sent to a different approver — check the employee's reporting line in the reporting matrix.
- If the workflow uses Any One approval, another approver may already have acted.
- It may have escalated or been auto-rejected after the number of days set in the workflow.
Payslip shows Not Yet Published
Payroll hasn't released that month yet. Check again after pay day.