This issue occurs when a user has an active Identity session open that for an Identity account that is not linked to the Paycircle account they're trying to log into.
To ensure a seamless login experience, users should verify they are using the email address associated with their Paycircle account.
Users can resolve this issue by logging out of Identity first:
This includes ensuring that all incorrect sessions are cleared and that the correct credentials and email address are used for login.
Open the Access Identity portal and in the top right, click Sign Out.
If the prompt appears, click Sign out of your Access account.
Navigate back to Paycircle and re-attempt the login. Ensure that the email address being used matches the one associated with the user's Paycircle profile to avoid further login issues.
If this does not work, the user may have linked their Paycircle user account to a different Identity account than they want to use. You can remove the linked Identity account for them at any time with the unlinking function: