Use the email address associated with your Kelomo account. The same account works in the browser and mobile app. If you use your organisation’s single sign-on, see that section below.
Your password does not work
Choose password reset on the sign-in page and enter your account’s email address. If no message arrives, check your spam folder and the spelling of the address.
A reset link is single-use and expires. Request a new one if it has expired or been used. If the link is not recognised, open it directly from the message or check that you copied the entire address.
A successful reset request does not confirm that a Kelomo account exists for the address or that the message has arrived. If the problem continues, ask an administrator to check your account’s email address and status.
Your invitation has expired
An invitation link is valid for 14 days. Request another from the activation page if that option is available, or ask your employer’s administrator. Use the latest invitation: a new link replaces the earlier one.
If you have already activated your account, sign in normally or reset your password instead of requesting another invitation.
Signing in with Microsoft or Google does not work
The buttons appear only if your organisation has turned them on. A button recognises you as an account Kelomo already has. Accounts and memberships still come from an invitation.
| Message on the sign-in page | What it means | What to do |
|---|---|---|
| Sign-in was cancelled in the sign-in service | You closed the Microsoft or Google window, or chose to cancel there. | Press the button again, or sign in with your email and password. |
| Your organisation’s Microsoft administrator must approve Kelomo | Your Microsoft 365 environment requires an administrator’s approval for every new app. | Ask your administrator to approve Kelomo in the Microsoft admin view. Tell them the app name and that the request covers sign-in. |
| There is no Kelomo account for this email | The address on your Microsoft or Google account has no membership in any organisation. | Ask an administrator for an invitation to the address you want to sign in with. |
| Confirm your account with your password | The sign-in service reported your address but left it unconfirmed that the address is yours. An address links an account once it is confirmed. | Sign in once with your password on the same page. The link is then made, and next time one press is enough. If the account has no password, the same page sends a new invitation with one press. |
| Your organisation does not allow this sign-in method | An administrator has turned this method off for the organisation. | Sign in another way shown on the page, or ask an administrator which methods are in use. |
Your organisation uses single sign-on
Choose to sign in with your organisation and use the account specified by your employer. Reset that account’s password through the organisation’s sign-in service, not Kelomo’s password reset.
If you cannot find the organisation or the sign-in option, contact an administrator.
The mobile app cannot connect to the server
Check your internet connection. If the sign-in page offers an advanced server-address setting, use the default or the address explicitly supplied by your employer. Do not try arbitrary addresses.
Do not clear the app’s data as a troubleshooting step while there are pending entries. See Mobile app problems.
You no longer have access to the organisation
Your employer may have removed or changed your access. Ask an administrator to check your membership. Changing the password does not restore a removed permission.
Do not send passwords or invitation and reset links to support. Start with the error message and the step where sign-in stops.