Employee account help
Your company controls sign in, password policy, MFA, directory access, and enabled functions. Use the helpdesk link shown in MYID or contact your employer first.
Support Center
Get to the right team without sharing a secret.
Choose the support path that matches your need. MYID support will never ask for your password, OTP value, recovery code, access token, or private key.
Choose the help path that matches your need.
Company administrator help
Request help with tenant configuration, provider testing, launch readiness, audit exports, performance summaries, or an integration change.
Report an app problem
Include the company name, app version, build number, time, screen, visible message, and steps. Do not send passwords, OTP values, tokens, or customer data.
Security concern
Report a suspected vulnerability or security event to the SPS security team. Provide a safe description and reproduction steps without accessing data you do not own.
Privacy and data rights
Learn what the website and platform process, submit a data request, or contact the privacy team. Your company may be the controller for employee data.
Account deletion
Removing the mobile app does not automatically delete company records. Follow the account deletion process so the correct controller can verify and handle the request.
What to include
- Company display name
- App version and build
- Date, time, and time zone
- Screen and action attempted
- Exact visible message
- Whether retry or refresh changed the result
What not to include
- Password or proposed password
- OTP value or recovery code
- Authorization header or token
- Private key or provider secret
- Unredacted customer records
- Another person’s incident details
Common first checks
Resolve the simple causes before opening a case.
Company connection
Confirm the complete company identifier or setup code, a working network connection, and the expected company name. If company verification times out, wait briefly and retry once. Do not use an unknown setup code.
Sign in or verification
Use the newest OTP value, complete every required verification step, and confirm the username format required by your company. A password success does not mean device verification is complete.
Synchronization
Allow one refresh to finish. A degraded result can mean one optional provider did not respond while other information updated. The displayed freshness time should reflect the last successful live checkpoint.
Unavailable function
A function can be unavailable when the company disabled it, an integration is not ready, or a policy check has not completed. Returning to a screen should not erase a capability your company allows. Refresh once, then report the issue with the visible state.