TABLE OF CONTENTS


1. Purpose of This Article

This article provides a structured guide for resolving sign-in issues encountered by employees when accessing altHR.
It covers troubleshooting steps for both new users and existing users, describes the available login methods, and outlines platform requirements to ensure a seamless sign-in experience.

2. Supported Platforms

Employees can access altHR through two platforms:

2.1 Web Browser Access

Employees may log in via:
https://app.altHR.my

It is recommended to use the latest version of:

  • Google Chrome
  • Microsoft Edge
  • Safari (MacOS)

2.2 Mobile Application Access

altHR is available on both major mobile platforms:

Employees experiencing sign-in issues must ensure:
• The altHR mobile app is updated to the latest version
• Their device OS is not outdated to the point that it restricts app authentication

Outdated app versions may cause login failures, SSO issues, or unexpected error messages.

3. Supported Login Methods in altHR

altHR provides two secure authentication options:

3.1 Email + altHR Built-In Password

Login using the registered email address and a user-created password.

3.2 Google or Microsoft Single Sign-On (SSO)

Login using the employee’s corporate Google or Microsoft account.
This method only works if the altHR profile email matches the Google/Microsoft account.

4. Troubleshooting Matrix by User Type

The troubleshooting path differs depending on the employee's login history.

A. New Users (First-Time Login)

Common Causes

  • Account not activated
  • Employee unsure of the registered email
  • Password not yet created
  • Using the wrong Google/Microsoft account
  • Welcome email not received

Resolution Steps

Step 1: Verify Registered Email Address

Admin or HR must verify that the employee is using their email as their username.

Step 2: Check for Activation/Welcome Email

If not found:

  • Check spam/junk
  • Confirm spelling of email
  • Request HR to resend the activation email

Step 3: Setting or Resetting Built-In Password

If the employee chooses email + password login: Click “Forgot Password”

  • A link is sent to the registered email inbox
  • Employee must be able to access the email to complete the reset

Step 4: Using Google/Microsoft SSO

If the employee chooses to sign in using SSO

  • Ensure they are using the correct organisational Google/Microsoft account 
  • If SSO fails, advise to use the built-in password method

B. Existing Users (Previously Able to Log In)

Common Causes

  • Forgotten password
  • Email password recently changed
  • Attempting SSO using a personal Gmail/Outlook
  • Cached tokens causing authentication issues
  • MFA prompt not approved
  • Outdated mobile app version

Resolution Steps

Step 1: Confirm the Registered Email Address

Ensure the employee is using the correct email matching their altHR profile.

Step 2: Password Reset (Built-In Password)

If password is forgotten:

  • Click “Forgot Password”
  • Reset link sent to registered mailbox
  • Employee needs access to their email to proceed

If mailbox is inaccessible:

  • IT must assist with restoring email access

Step 3: Browser/Device Troubleshooting

Advise the employee to:
• Use an updated browser
• Try Incognito/Private mode
• Clear cache
• Log in via another device

Step 4: MFA Verification

If Employee is using SSO to sign in, it is possible that their Microsoft or Google account enabled the MFA:

  • Employee must approve the authentication request
  • If they lost their MFA device, IT must reset MFA for them

Step 5: Mobile App Version Check

For app-related login issues:
• Ensure the altHR app is updated
• Restart the app
• Reinstall the app if persistent errors occur