Why can't I access my employer account in Handshake?

When logging in, if the message "Hmmm... Looks like there is no account on file for EMAIL" appears, make sure you're using the same email you signed up with. 

If you're getting this message and you know you created an account previously, it's possible the account is tied to a different email. 

This can happen if you have more than one work email address or use email aliases. Even for aliases used for one account, they are recognised as independent email addresses in Handshake. We recommend trying to sign in again with the email used to create the employer account.

If there are no other email addresses you could have used, it's possible the address may have been misspelled. When you're signed in, on the right of the page, check the email address listed and confirm it's spelled correctly. 

If you continue to receive the message stating that no account was found, you can either choose to create a new account with the desired email address, or contact our Support Team here. 

When logging in, if the message "You entered an invalid password" appears, the password entered was incorrect. 

Ensure that the password entered into the login field is correct. As you enter the password, pay close attention to the caps lock and num lock keys as these keys change the value of what you're typing. 

Disable your browser-based password manager or password manager browser extension if necessary as they may auto-populate incorrect credentials or interfere with your login attempts if they have not been recently updated. 

If you continue to receive an error, you can reset your password. Refer to Reset Password for an Employer Account. 

If you can login but you're stuck on a page that says "Great! You've successfully signed up for Handshake", your account is not yet confirmed. 

Email verification links are usually sent immediately but may take up to 10 minutes. Once generated, the link is valid for 12 hours. However, if more than 12 hours have passed, you'll need to resend the email to generate a new link. 

If you are not receiving the confirmation email, we recommend taking the steps below:

• Check your spam and junk mail. Since this is an automated email, some providers may filter the message from your inbox. Find troubleshooting steps for both Gmail and Outlook below. 
  • For Gmail 
  • For Outlook
• Keyword search all mailboxes using "Email Confirmation" (the email's subject line). This can better surface the email if it's been filtered to an unexpected location. 
• Add Handshake to your address book with the following contact email: "handshake@m.joinhandshake.co.uk". After adding this contact, resend the confirmation email from Handshake (step 4 on the thanks for signing up page). 
  • This will help ensure delivery of future emails, and is important for keeping you up to date in your professional life.
• Contact your institution's IT department and ask if they know of any reasons emails from Handshake would be denied. 

If the confirmation email is not received after taking the steps above, contact our Support team here. 

Best Practice: when submitting a ticket, include a summary of the steps you've taken so far. This will save time and result in a faster resolution.

You're logged in and your email is confirmed, but you're being prompted (again) to Join Company. 

After confirming your email, you'll be able to join an existing company or create a new company profile if needed. If you've already requested to join a company, but are prompt to request connection after the initial request, this indicates that the connection request was not submitted successfully. 

Learn how to Create an Employer User Account, Join a Company, and Connect with Institutions.

When you sign in, your current status is "Pending approval at COMPANY NAME". This message indicates you've successfully requested to connect with the company, and once approved, you'll be able to fully access Handshake.

Learn how to gain faster approval in Pending Approval to Join Company.

If you login and encounter a message that reads "Your account is under review" or "Your account is temporarily suspended" you'll need to contact our Trust and Safety Team.

Additional information is needed from you in order to proceed, and our Trust and Safety team is ready to address this with you.

To learn more about this process, refer to Employer Validation.