Executive Summary
Authentication failures and expired tokens are among the most common hurdles new and existing PyjamaHR users face—especially during account verification, login, and email integration. This article provides a comprehensive, actionable guide to resolving these issues quickly, minimizing downtime, and ensuring seamless access to your PyjamaHR dashboard and features.
Detailed Overview
What Are Expired Tokens and Authentication Failures?
Expired Token: A unique, time-limited link (token) sent to your email for account verification or login. If not used promptly, it becomes invalid for security reasons.
Authentication Failure: Any situation where you cannot log in or verify your account, often due to expired tokens, missing verification emails, or integration issues with external services (like email providers).
When and Why Do These Issues Occur?
Account Verification: New users must verify their email via a tokenized link. Delays or spam filtering can cause the link to expire.
Login Issues: Attempting to log in with an unverified or blocked account, or using an expired token, results in authentication failure.
Email Integration: If your connected email account’s access token expires (e.g., after sending many emails or due to provider-side changes), PyjamaHR may disconnect your integration, requiring re-authentication.
Integration with Other PyjamaHR Features
Onboarding: Verification is required to access the dashboard and begin using PyjamaHR.
Team Management: Inviting team members also relies on successful email verification.
Email Integration: Sending candidate communications from your own email address requires an active, authenticated connection.
Business Impact and Benefits
Security: Token expiration protects your account from unauthorized access.
Continuity: Fast troubleshooting ensures minimal disruption to your hiring workflows.
Compliance: Ensures only verified, legitimate users access sensitive candidate data.
Comprehensive Step-by-Step Guide
1. Account Verification: Not Receiving the Email or Token Expired
Prerequisites:
- Access to your registered email inbox (check spam/junk folders).
- The email address you used to sign up.
Steps:
Check Your Inbox and Spam/Junk Folders
- Search for emails from[email protected]or similar.
- If not found, proceed to the next step.Request a New Verification Link
- Contact PyjamaHR support via chat or email.
- Provide your registered email address.
- Example:
“Hi, I’m not receiving my verification email. My registered email is [your email].”Receive a Direct Verification Link from Support
- Support will send a unique link (e.g.,https://app.pyjamahr.com/auth/login?token=...).
- Click the link within 24 hours (links are time-limited for security).Complete Verification
- The link will log you in and complete the verification process.
- If you see a “trial ended” or “account blocked” message, inform support for further assistance.
Screenshot Callouts:
- Where to find the verification email in your inbox.
- The login screen after clicking the verification link.
2. Login Issues: “Account Blocked” or “Not Verified”
Scenarios:
- You try to log in and see a message about an unverified or blocked account.
- You attempt to create a new account, but the system says the email is already in use.
Steps:
Contact Support with Your Registered Email
- Support will check your account status.
- If blocked (e.g., due to anti-spam filters), you may need to provide additional business verification (company website, LinkedIn, registration documents).Receive a Temporary Access Link
- Support may enable your account for 24 hours and send a direct login link.
- Use this link promptly to access your account and complete any required actions (e.g., upgrade, verification).If Still Blocked or Not Verified
- Provide screenshots of error messages to support for faster resolution.
- Support may escalate your case or request a Zoom call for troubleshooting.
3. Email Integration: Token Expiry and Disconnection
Scenario:
- Your connected email account (e.g., Gmail, custom provider) stops sending emails via PyjamaHR, or you see that your integration is disconnected.
Steps:
Check Email Integration Status
- Go toSettings > Email Integrationin PyjamaHR.
- If your account is disconnected, you’ll see a prompt to re-authenticate.Re-Authenticate Your Email Account
- Click “Connect” or “Re-integrate” and follow the on-screen instructions.
- Grant necessary permissions to PyjamaHR.Monitor for Token Expiry
- If you send a large volume of emails, be aware that some providers may invalidate tokens for security.
- If emails start sending from PyjamaHR’s system address instead of your own, re-integrate your email.If Issues Persist
- Inform support of your email provider and describe the issue.
- Provide details such as the last successful email sent and any error messages.
Screenshot Callouts:
- Email integration status in PyjamaHR settings.
- The “Connect” or “Re-integrate” button.
Advanced Usage & Best Practices
Always Use Professional Email Addresses: Avoid free or suspicious domains to prevent anti-spam blocks.
Whitelist PyjamaHR Emails: Add
[email protected]to your safe sender list.Act Quickly on Verification Links: Use verification links within 24 hours to avoid expiration.
Monitor Email Integration: Regularly check your integration status, especially after sending bulk emails.
Provide Complete Business Information: If flagged, promptly share your company website, LinkedIn, and registration documents for manual verification.
Use Hard Refresh or Incognito Mode: If you encounter persistent login issues, try a hard browser refresh or open the link in an incognito/private window.
Do’s:
- Do contact support with your registered email and screenshots for faster help.
- Do check both inbox and spam folders for verification emails.
- Do re-integrate your email promptly if disconnected.
Don’ts:
- Don’t attempt to create multiple accounts with the same email.
- Don’t ignore verification or block messages—these require action.
- Don’t use expired links; always request a fresh one from support.
Troubleshooting & Common Issues
Error Messages and Solutions
Error Message / Scenario | Solution |
“Verification email not received” | Check spam/junk, request a new link from support. |
“Account blocked” | Contact support; provide business verification if requested. |
“Account not verified” | Use the direct verification link from support. |
“Token expired” | Request a new verification/login link from support. |
“Email already in use” | Ask support to check if the email is linked to another company or pending verification. |
“Integration disconnected” (email integration) | Re-authenticate your email in PyjamaHR settings. |
“Emails sent from PyjamaHR instead of my account” | Re-integrate your email; token may have expired. |
“Page keeps loading/spinning” | Try a different browser, hard refresh, or incognito mode; contact support if unresolved. |
What If Scenarios
What if I never receive the verification email?
Contact support with your registered email; they will send a direct link.
What if my account is blocked due to anti-spam?
Provide your company website, LinkedIn, and registration documents for manual review.
What if my email integration keeps disconnecting?
Re-integrate your email; if persistent, inform support with your provider details.
Recovery Procedures
For Expired Links: Always request a new one from support—do not reuse old links.
For Blocked Accounts: Complete manual verification as requested by support.
For Email Integration: Re-authenticate and monitor for future disconnections.
When to Contact Support
If you’ve tried all steps and still cannot access your account.
If your account is blocked or flagged for anti-spam.
If you encounter persistent email integration issues.
Comprehensive FAQ
Why am I not receiving my verification email?
- Check your spam/junk folder. If still missing, contact support for a direct link.What does “token expired” mean?
- The verification or login link has timed out. Request a new link from support.How do I unblock my account?
- Contact support and provide any requested business verification documents.Why does PyjamaHR say my email is already in use?
- Your email may be linked to another company or pending verification. Support can resolve this.What should I do if my email integration disconnects?
- Go to Settings > Email Integration and re-authenticate your account.Why are emails being sent from PyjamaHR instead of my own address?
- Your integration token may have expired. Re-integrate your email.Can I use the same verification link multiple times?
- No, links are single-use and time-limited. Always request a new one if expired.What if I see a “trial ended” or “upgrade required” screen?
- Contact support for temporary access to upgrade or verify your account.How do I add a team member who isn’t receiving their invite?
- Ask support to check the invite status and resend a direct verification link.What if I’m asked for business verification?
Provide your company website, LinkedIn, and registration documents as requested.
How can I speed up support resolution?
Always provide your registered email and screenshots of any error messages.
What if my browser keeps spinning and won’t load the verification page?
Try a hard refresh, incognito mode, or a different browser. If unresolved, contact support.
Related Features & Next Steps
Team Member Invitations: Ensure all team members complete verification.
Email Integration: Regularly monitor and re-integrate as needed.
Account Security: Review your company’s security settings and user access.
Upgrade Plans: If your trial has ended, upgrade promptly to maintain access.
Recommended Articles:
- How to Invite and Manage Team Members in PyjamaHR
- Setting Up and Troubleshooting Email Integration
- Understanding Account Verification and Security in PyjamaHR
Still need help?
Contact PyjamaHR Support with your registered email and a screenshot of your issue for the fastest resolution.
This article is based on real customer scenarios and is updated regularly to reflect the latest PyjamaHR workflows and best practices.