There are a number of reasons why you may be unable to access the app. The most common have been covered below:

🔒 You've been locked out of the app: If you have attempted to login to the app with invalid login credentials numerous times, you will be locked out of the app to protect your account. You will need to contact the support team via the link on the login page to unlock your account.

⛔️ The app won't open: If you have attempted to open the app and seem to be running into a technical error (blank or white screen, the loading circle just spins, the app crashes, etc.), please see How to resolve common app issues

📲 I can’t log in: Please check you are logging in with the email address used to register. Alternatively, ensure you have followed all of the steps in How to log in / out

⏸️ Your account has been disabled or paused: There are a number of reasons for your account to be paused or disabled. See Why has my account been paused or disabled?.

⬇️ You are experiencing trouble downloading the app: If you are having difficulty downloading the app, please see How to download the Financial Wellbeing app

✖️ You have multiple accounts: If you work for more than one company that uses the app and you are having trouble accessing one, please see How to switch accounts and contracts in the app