Sign-in problems and error messages

What to do about the common sign-in problems in CLVR Benefits, including BankID not being available, a missing sign-in link or welcome email, no password reset email, Microsoft sign-in failing, a one-time code that will not work, an expired reset link, being signed out, and an account terminated message.

When something stops you signing in to CLVR Benefits, the page usually shows a short red notice titled We couldn't sign you in with a one-line explanation and a Try again button. The messages are deliberately brief so they never reveal account details, which can make them hard to act on. This article walks through the common sign-in problems by symptom and tells you what to do about each.

What the error notices mean

The most common messages on the We couldn't sign you in notice translate as follows:

• Invalid email or password. Your email and password did not match an account. Check both for typos, make sure Caps Lock is off, and try again. If you cannot remember your password, select Forgot password? on the password step to have a reset link emailed to you.
• Enter your email and password. One of the two fields was empty when you continued. Fill in both and submit again.
• Password sign-in is not available for this email domain. Your company is not set up to use email and password. Use the method your company actually offers instead, either Continue with Microsoft or a sign-in link emailed to you. CLVR picks the right method from your work email, so just enter your email and follow what the page shows.
• No account found for this email address. There is no active account matching the address you entered. The usual cause is a small difference from the address your employer registered, for example a personal address instead of your work one, or a typo. Re-enter your work email carefully. If it still fails, ask your HR team to confirm the exact address on file.

How Try again helps

The Try again button does more than reload the page: it clears any stale session data and cookies from your browser before sending you back to a clean sign-in page. If you hit an error and a plain refresh did not help, use Try again rather than the browser back button, because it gives you a clean start. A leftover session from a half-finished sign-in is the single most common reason sign-in loops or errors.

BankID is not available yet

If you went looking for BankID and could not finish signing in, you are not doing anything wrong: BankID is not a live sign-in method in CLVR Benefits yet. The sign-in page uses your work email instead and picks the right method for your company automatically:

• Continue with Microsoft, if your company uses Microsoft single sign-on.
• A password field and a Sign in button, if your company is set up for email and password.
• Send sign-in link, for everyone else. CLVR emails you a one-time link, plus a one-time code you can use instead.

The sign-in link email did not arrive

Sign-in link emails are usually instant, but they can be delayed or held back by spam filters and corporate email security. Work through these checks before contacting your HR team:

• Look in your spam, junk, and clutter folders, and search for the subject Sign in to followed by your CLVR address.
• Confirm you entered the exact work email your employer registered for you. A personal or mistyped address will not receive the link.
• From the sign-in page, choose Send sign-in link again and wait a short while. Each new link replaces the previous one.

If the link does arrive but opens in the wrong browser, so you are still signed out, use the one-time code from the same email on the Check your email screen instead. If links keep failing, some corporate firewalls and link-rewriting security tools block or break them before they reach you, ask your HR team whether your company should use email and password instead. If no email arrives at all, ask your HR team to confirm your email address is correct in CLVR.

The welcome email did not arrive

When your employer adds you to CLVR Benefits, a Welcome to CLVR Benefits email goes to your work address with a short overview and your sign-in instructions. If it has not arrived, the most important thing to know is that you do not need the email to sign in.

First, search your inbox. Check your spam, junk, and clutter or other folders, and search for Welcome to CLVR Benefits. The email arrives in Swedish by default, or in English if your employer set your preferred language to English, so search for either subject line. Look under your work email, not a personal address.

The welcome email is a convenience, not a key. Everything you need to get in is on the sign-in page itself: go to the sign-in page, enter your work email, and follow whatever option appears.

A password reset email did not arrive

When you use Forgot password?, CLVR Benefits always shows the same confirmation, Check your email, whether or not it found an account for that address. This is on purpose: it stops anyone from using the form to discover who has an account. The flip side is that the confirmation does not mean an email is definitely on its way.

CLVR only sends a reset email when both of these are true: your company uses email and password sign-in for your email domain, and the address matches an active employee account. If either is not the case, you still see the same confirmation, but no email is sent. So a missing email usually points to one of these rather than a delivery problem:

• Check your inbox first. Look in spam and junk and any focused-inbox tab, and confirm you used your work email. The reset link is valid for one hour, so an older reset email may already have expired.
• Did you request it several times? You can request a reset at most 3 times per hour for the same account. Later requests in that hour are quietly skipped, even though the screen still shows the confirmation. Wait a while, then request once and give it a few minutes.
• Your company may not use passwords at all. If your company signs people in with Microsoft or a sign-in link, there is no password to reset, so the form never sends an email. Go back to the sign-in page and use the method your company actually uses.

Microsoft sign-in is not working

If your company uses Microsoft single sign-on, the sign-in page shows a short Microsoft sign-in notice and a Continue with Microsoft button. When that button does not work, the cause is almost always one of three things: the wrong work email, a personal Microsoft account, or an out-of-date session left over from an earlier attempt.

• Make sure the button appears. The Continue with Microsoft button only shows once CLVR recognises your email domain. Type the work email your employer registered (for example you@company.se). If you only see Send sign-in link, the email you entered is not on a Microsoft domain, check for a typo and use your work address.
• Use your Microsoft work account. Use the work or school account that matches your work email domain, the same one you use for Outlook or Teams. A personal Microsoft account (an @outlook.com or @hotmail.com login, or any account on a different domain) will not match what your company set up.
• If Microsoft sends you back with an error, read the message. Something went wrong with Microsoft sign-in. Please try again. usually means a temporary hiccup, while Microsoft sign-in is not configured for your company. Please contact your IT administrator. points to a setup issue on your company's side. Ask your HR or IT contact to finish the setup. Otherwise, select Try again to clear the stale session, then enter your work email and select Continue with Microsoft to retry from a clean state.

The one-time code is not working

When you ask for a sign-in link, the same email also contains a one-time code you can type in instead. The code is 8 characters of letters and numbers, it works only once, and it expires after a short time. On the Check your email screen, open the Sign in with code box, enter the One-time code from your most recent sign-in email, make sure the email shown matches yours, then select Verify code.

The messages mean:

• That code is not valid. The code was mistyped or has already been used. Open your newest sign-in email again and copy the code carefully, and double-check the email address in the box.
• This code has expired. Too much time passed since the email was sent. Request a new sign-in email to get a fresh code.
• Too many incorrect attempts. The code was entered wrong too many times and is now locked. Request a new sign-in email and use the code from that one.

In every case, the fix is the same: go back to the sign-in page, request a fresh sign-in link, and use the newest code (or just open the link in the email). A code can also stop working before you see an error, codes are single-use, and each new email replaces the old one, so always use the most recent email.

The password reset link is expired or invalid

A password reset link is only good for a short window: it expires one hour after it is sent, it can be used only once, and asking for a new reset cancels any earlier link you have not used yet. So always open the most recent password reset email and ignore older ones. The reset page shows a specific message depending on what went wrong:

• This reset link is invalid or incomplete. Request a new link from the sign-in page. The link you opened is missing part of its address (for example it was cut off when copied from the email). Use the Reset your password link shown on the page and request a fresh one.
• This link is invalid or has expired. Request a new reset link. The link is older than one hour, has already been used, or was replaced by a newer request. Select Send reset link again and use the new email.
• Your password cannot match your personnummer. Your link is fine, but the password you chose is the same as your personnummer. Pick a different password and try again. (This check applies to companies in the Sweden country pack.)
• You do not have permission to sign in. Your account is not currently set up for password sign-in: it may be closed, or your company may not use email and password. Contact your HR contact to check your account.

To get a fresh link, enter your work email on the sign-in page, select Forgot password?, then Send reset link, open the newest password reset email, and follow its link to Choose a new password. A new password must be at least 8 characters and include a letter and a number, and it cannot match your personnummer.

You were signed out unexpectedly

Being sent back to the sign-in screen when you did not choose to sign out is almost always one of three things:

• Your session timed out. To keep your account secure, CLVR Benefits keeps you signed in for about 8 hours at a time. After that the session expires and the next thing you do takes you to the sign-in page. This is normal, especially if you left a tab open overnight. Just sign in again with your company's usual method.
• A sign-in error appeared. Selecting Try again clears the out-of-date sign-in data your browser was holding and sends you to a clean sign-in page. In most cases that is all it takes.
• Your account is no longer active. If your employer has closed your account, you see an Account terminated notice with no Try again button (covered next).

If you keep getting signed out, open CLVR in a private or incognito window and sign in there. If that works, the problem is old data saved in your normal window, clear your browser's cookies for the CLVR site, then sign in again.

Account terminated and you cannot sign in

If sign-in shows Account terminated with the message "Your account has been terminated. You no longer have access to CLVR Benefits.", your employment record in CLVR has been closed. This is not a password problem or a temporary glitch: while the account is closed, every sign-in method is blocked, so there is nothing to retry on the sign-in screen.

CLVR marks your account as terminated when your HR team set a termination date that has now passed, or closed your employment record directly. Termination applies to your whole account, not to one way in, so a sign-in link, a one-time code, email and password, and Continue with Microsoft all stop at the same message.

Access is controlled entirely by your employer, so the fix comes from your HR team, never from the sign-in screen. If you are still employed and should have access, contact your HR contact and ask them to check your status in CLVR. If a termination date was set too early, ask them to review the date on your record. Once they restore your account, sign in again the normal way for your company. If you just left this employer, losing access after your last day is expected, ask your former HR contact for a copy of anything you submitted before your access ends.

Troubleshooting

• The same error keeps coming back after Try again. Confirm you are using your registered work email, then check with your HR team that your account is active and the address matches.
• A code never works no matter how fresh it is. Make sure you are copying the code from the newest sign-in email, since requesting a new one invalidates the previous code.
• You expected a password field but only see Microsoft, or the other way around. Your sign-in method is chosen from your email domain, not by you. See which sign-in method your company uses.
• A private window did not help. Clear your browser's cookies for the CLVR site, then sign in again. This is the same kind of cleanup that Try again does, done by hand.