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How to Recover a Forgotten Password or Lost MFA Device in PyjamaHR

Updated over 4 months ago

Executive Summary

If you’re unable to log in to PyjamaHR because you’ve forgotten your password or lost access to your multi-factor authentication (MFA) device, this guide will walk you through every recovery option available. Learn how to reset your password, what to do if you’re not receiving reset emails, and how to regain access if your account is blocked or your MFA device is lost. This article is based on real customer scenarios and provides actionable solutions for every situation.

Detailed Overview

PyjamaHR provides secure access to your recruitment platform via password-based login and, for some users, multi-factor authentication (MFA). Losing access to your password or MFA device can disrupt your workflow, but PyjamaHR offers multiple recovery pathways to help you regain access quickly and securely.

When to Use This Guide:
- You forgot your PyjamaHR password and can’t log in.
- You’re not receiving password reset or verification emails.
- You lost access to your MFA device (if enabled).
- Your account is blocked or flagged.
- You need to reset access for a user who has left the organization.

Business Impact:
Quick account recovery ensures uninterrupted access to candidate pipelines, interview scheduling, and team collaboration—minimizing downtime and maintaining hiring momentum.

Step-by-Step Guide: Recovering Your PyjamaHR Account

1. Resetting Your Forgotten Password

Standard Password Reset

  1. Go to the PyjamaHR Login Page:
    ​ https://app.pyjamahr.com/auth/login

  2. Click “Forgot Password”:
    - Located below the password field.
    - [Screenshot: Login page highlighting “Forgot Password” link]

  3. Enter Your Registered Email Address:
    - Use the email you signed up with.
    - Tip: Double-check for typos.

  4. Check Your Email Inbox:
    - Look for an email from PyjamaHR with the subject “Reset your PyjamaHR password.”
    - If not found, check your Spam/Junk folder.
    - [Screenshot: Example reset email]

  5. Click the Reset Link:
    - Follow the instructions to set a new password.
    - Password requirements: [List requirements if available]

  6. Log in with Your New Password.

If You Signed Up with Google (SSO)

  • You won’t see a password reset option in your profile settings.

  • Use the “Forgot Password” link on the login page to set a password for direct login.

  • [Screenshot: SSO login and reset flow]

2. If You’re Not Receiving the Reset or Verification Email

Common Causes:
- Email in Spam/Junk folder
- Company firewall or email filters
- Account flagged by anti-spam AI
- Email address not registered or deactivated

Actions:

  1. Check Spam/Junk Folder:
    - Search for “PyjamaHR” or “Reset your password.”

  2. Whitelist PyjamaHR Emails:
    - Add [email protected] to your contacts or safe sender list.

  3. Try Again After 5 Minutes:
    - Sometimes emails are delayed.

  4. Confirm Your Email Address:
    - Ensure you’re using the correct, registered email.

  5. If Still Not Received:
    - Contact your IT team to check if emails are being blocked.
    - Reach out to PyjamaHR Support with your registered email and a screenshot of the issue.

3. Account Flagged or Blocked by Anti-Spam AI

If you see messages about your account being flagged or blocked:

  1. Provide Business Verification:
    - Send your company website URL, LinkedIn page, and business registration documents to support.
    - This is required for manual verification and to unblock your account.

  2. Wait for Support Confirmation:
    - PyjamaHR will review and unblock your account if verification is successful.

4. Lost Access to MFA Device

Note: MFA-specific recovery steps were not explicitly discussed in the provided conversations. If MFA is enabled and you lose access:

  1. Contact PyjamaHR Support:
    - Provide your registered email and explain you’ve lost your MFA device.
    - Be ready to verify your identity and company association.

  2. Support Will Guide You:
    - They may require additional verification before disabling MFA or resetting your access.

5. Recovering Access When a Team Member Leaves

If the registered email belongs to someone who has left the organization:

  1. Ask Your Super Admin:
    - Only the super admin can invite new users or change access.
    - If the super admin has left, contact PyjamaHR Support for assistance.

  2. Provide Proof of Role Change:
    - Support may require business verification to transfer super admin rights.

6. Changing Your Password from Within PyjamaHR

  1. Go to Your Profile:
    - Click your avatar or initials in the top right.
    - Select “Settings.”

  2. Find the “Change Password” Option:
    - If you signed up with SSO, this option may not appear—use “Forgot Password” instead.

  3. Follow the Prompts to Update Your Password.

Advanced Usage & Best Practices

  • Always use your company email for registration and recovery.

  • Keep your MFA backup codes in a secure location.

  • Regularly review and update user access, especially when team members leave.

  • Whitelist PyjamaHR emails with your IT department to prevent delivery issues.

  • If using SSO, set a fallback password via “Forgot Password” for direct login.

  • For blocked accounts, respond promptly to verification requests to minimize downtime.

Troubleshooting & Common Issues

Not Receiving Reset or Verification Emails

  • Check Spam/Junk folders.

  • Confirm correct email address.

  • Ask IT to whitelist PyjamaHR.

  • Try again after a few minutes.

  • Contact support if still unresolved.

“No Registered Email” Error

  • Double-check the spelling of your email.

  • If you’re new, ask your super admin to invite you.

  • If the previous user left, coordinate with support for access transfer.

Account Flagged/Blocked

  • Provide requested business verification documents.

  • Respond to support promptly.

SSO Users Can’t Find Password Reset

  • Use “Forgot Password” on the login page, not in profile settings.

Lost MFA Device

  • Contact support for manual recovery.

Previous Admin Left Organization

  • Only super admin can change user access.

  • If super admin is unavailable, contact support with proof of role.

Comprehensive FAQ

1. I’m not receiving the password reset email. What should I do?
Check your spam/junk folder, confirm your email is correct, and ask IT to whitelist PyjamaHR emails. If still not received, contact support.

2. I signed up with Google but want to set a password. How?
Use the “Forgot Password” link on the login page to set a password for direct login.

3. My account is blocked/flagged. How do I recover it?
Provide your company website, LinkedIn, and registration documents to support for manual verification.

4. The previous admin left and I can’t access the account.
Ask your super admin to invite you. If the super admin is unavailable, contact support for access transfer.

5. I lost my MFA device. How do I log in?
Contact support for identity verification and MFA reset.

6. Can I change another user’s password?
No, each user must reset their own password via “Forgot Password.”

7. I’m not able to log in on my laptop but can on mobile. Why?
Ensure you’re using the correct email and password. Try resetting your password and check for browser-specific issues.

8. I get “No registered email” when trying to reset.
Check with your team or super admin to confirm your email is registered.

9. Can I reset my password from within my profile?
Yes, unless you signed up with SSO—in that case, use “Forgot Password” on the login page.

10. What if my company email is deactivated?
Contact your IT team to reactivate or reach out to support for alternative verification.

Related Features & Next Steps

Summary Table: Recovery Pathways

Scenario

Solution/Next Step

Forgot password

Use “Forgot Password” on login page

Not receiving reset email

Check spam, whitelist, contact support

SSO user wants password

Use “Forgot Password” on login page

Account flagged/blocked

Provide business verification to support

Previous admin left

Ask super admin or contact support for access transfer

Lost MFA device

Contact support for manual recovery

Still need help?
If you’ve tried all the above and still can’t access your account, contact PyjamaHR Support with your registered email, a detailed description of your issue, and any screenshots or error messages. Our team is here to help you get back on track quickly.

This article is based on real customer experiences and is updated regularly to reflect the latest PyjamaHR workflows and best practices.

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