Single Sign-On (SSO): Post-Activation FAQs

Congratulations! You have recently activated Single Sign On (SSO) to your HR and Payroll account. This not only means that you can now access your accounts using a single set of credentials but this movement also opens up a whole new world of possibilities for your company! 

You may be encountering some issues now and there may be some adjustments needed, but don’t worry, this FAQ page is here for you. We’ve created a list of possible scenarios you may encounter and how you can easily resolve these!

1. I cannot access my HR account. What do I do now?

Possible cause: Your email address is the same as other active users within your HR account. If this happens, your Employee Profile was not migrated to SSO mode and as such, once your HR URL is in SSO mode, you will be unable to access your account. This is because one of the requirements of SSO is that active users have unique email addresses in Sprout HR.

Resolution: 

• If there are other admin users in your account, they can update your email under Contact Information on the Employee Profile or through the Bulk Upload template. Once done, let us know by emailing [e-mail] with the System IDs and Emails of the users updated so we can migrate the profiles to SSO mode. 
• Once migrated, users will be able to receive an email notification requesting to update their password (Subject: [Sprout Ecosystem] Update Password Request).
• Note: Only active employees can be migrated to SSO and as such, employees tagged as inactive (Resigned, Terminated, End of Contract, AWOL, and OJT Ended) before the SSO activation would have to have a new Employee Profile if they are re-hired after the activation date. 

2. I cannot access my Payroll account. What do I do now?

Possible causes: 

1. There is a mismatch between the usernames or email addresses in your HR Employee Profile and your Payroll Admin/Processor account. This is located under the Users tab on Sprout Payroll.
2. The Payroll Access Role has not yet been added to HR under the Current Payroll Information tab of the Employee Profile after the activation.

Resolution: 

1. Matching the usernames and email addresses before the activation of SSO ensures a successful linking of these two accounts. Once SSO is enabled, users would no longer be able to update the Payroll User Information. 
   • To resolve this, simply update the username and/or email address on HR based on Payroll. 

• Once this information is updated, let us know by emailing [e-mail] with the list of users updated so we can also correct the data on our end.
• Once all information is updated, you can proceed with adding the role in HR to be able to access Payroll. 

2. As mentioned in item 1, matching the usernames and email addresses before the activation of SSO ensures a successful linking of these two accounts but once your account is in SSO mode, there’s an additional step needed to be able to access Sprout Payroll. This is to add the Payroll Accounts in the Current Payroll Information tab of the user’s Employee Profile. 

3. We are already in SSO but I cannot receive any reset password email notification. How can I resolve this?

Possible causes: 

1. Your email address is the same as other active users within your HR account. See I cannot access my HR account. What do I do now?
2. Emails are routed to the spam/junk folders.
3. Emails are being rejected/blocked by the recipient’s mail server. 
4. There is a typo in the emails set on Sprout HR (under Contact Information). 
   • For Payroll Only users, this is under Users on Sprout Payroll.
5. Email addresses are on our suppression list.

Resolution: 

1. Emails must be updated to be unique. See I cannot access my HR account. What do I do now?
2. Users can either check their spam/junk folders to verify if emails from Sprout were routed there. Alternatively, they can search through their inbox by filtering out the subject: [Sprout Ecosystem] Update Password Request
3. Users who were migrated to SSO mode will receive an email notification from Sprout to update their account. Before SSO activation, we recommend whitelisting the following domains to ensure the email notifications from Sprout will be received by the users:

• sendgrid.me
• sendgrid.net
• sprout.ph
• [e-mail]
• mailgun.sprout.ph

4. Email notifications will be routed to the primary email address set on Sprout HR and as such, if there are any invalid characters (e.g. <,>, spaces, [, ], etc) or typographical errors, we advise updating the data here. 

For Payroll Only users:

Once done, users will receive an email notification (Subject: [Sprout Ecosystem] Password Reset Request) so they can update their passwords. 

5. If the email addresses are correct and updated but email notifications aren’t received on the user’s end, it is possible that the email addresses have landed in our suppression list. For more details as to how this occurs, you may refer to our article here: Account has been Unlocked, but Still no Email from Sprout HR
   • To resolve this, kindly send us an email at [e-mail] so we can remove the users from our suppression list.
   • Once removed, they can click on the Forgot Password? on the login page in order to receive notifications moving forward. 

4. I cannot access Payroll and I do not have an HR account. How can I gain access to my Payroll account? 

Possible cause: Your Payroll Admin details were not migrated to SSO. 

Resolution: If you only have access to Payroll and do not have an HR Employee Profile, it is advisable to let us know before your account’s activation date. In the event that the Payroll only users were not identified, just let us know by emailing [e-mail] with the username and payroll codes.

Once migrated, users will be able to receive an email notification requesting to update their password (Subject: [Sprout Ecosystem] Update Password Request).

If no email notifications were received after our action, see We are already in SSO but I cannot receive any reset password email notification. How can I resolve this?

5. I don’t know my new Payroll URL. How can I access Sprout Payroll now?

Your new Payroll URL would be the same as your HR URL. So for example, your Sprout HR URL is support.hrhub.ph, then your new Payroll URL will be support-payroll.sprout.ph.

6. My other payroll accounts are not appearing in the dropdown on Payroll. What happened?

Possible causes: The dropdown on Payroll is dependent on two things: 

1. Whether you are granted access under the Current Payroll Information  tab of your Employee Profile or;
2. The payroll is linked to your HR account. 

Resolution:

1. If the role is not yet granted, you may simply add the role on HR and click on Save at the bottom of the Employee Profile. 
2. If the payroll account is not linked to your HR, then you may send in a Change Request Form to have this linked (related: Step-by-Step Process on How to Add a New Sub-Company for Fully Synced Accounts). For more details, you may reach out to [e-mail].

7. I keep getting the prompt: “redirected you too many times” or “Access Denied”.

Possible causes: 

1. Information on HR and Payroll is not matched (username and email). 
2. Role is not yet added on HR but they are already trying to access Payroll.

Resolution:

1. You may check the information on HR if they are matched with the Payroll Admin user information:

 

Note: Usernames and emails must be unique to a user. This means that there should be no duplicate emails in HR or duplicate emails on  the Payroll Admin access level. 

2. See 2. I cannot access my Payroll account. What do I do now?

If you have further questions not answered by this article, please send us an email right away at [e-mail].