A permanent loading screen can be encountered in the following scenarios:
The user is already logged in to an Identity account which is not linked to the Paycircle user account they're actively trying to sign into.
The user is trying to log into Paycircle using an Identity account that is not linked to the Paycircle user account they're trying to sign into.
The user is trying to sign in as an administrator using the payslip portal, or vice versa.
Often this is seen where a user has an administrator and team member profile; if the user tries to sign into their administrator portal using the Identity account that is linked to their payslip portal (or vice versa), they will encounter an indefinite load screen.
Check the correct Identity account is being used
Open the Access Identity portal and in the top right, click Sign Out.
If the prompt appears, click Sign out of your Access account.
Once the user has logged out of Identity, try logging in to Paycircle again using the correct Identity credentials for that Paycircle user account.
Note: You need to log out of Access Identity every time you need to switch between the administrator and payslip portals.
Check the correct portal link is being used
A permanent loading screen will be encountered if trying to log in with an administrator account to the payslip portal, or as an employee to the administrator portal.
If you're trying to log as an administrator, ensure you're using the administrator portal login page with your administrator username.
If you're trying to log in as a team member, ensure you're using the payslip portal login page with your team member username.