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PayGlobal login errors

The user name or password that you entered is not valid. Try typing it again.

When logging in to PayGlobal Online Access Portal, if you forgot your password, ask an authorised contact at your company to submit an Access Portal password reset request via email to PayGlobal Support, stating the email address that you use. PayGlobal Support will then provide a temporary password and instructions on how to set a new permanent password to log in.

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Unable to reach the PayGlobal Online Access Portal

When you open PayGlobal Online Access Portal on any web browser, if you get an error similar to the one below, it means your IP address has not been whitelisted. 

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Solution:

  1. Go to https://www.whatismyipaddress.com on any web browser.

  2. Take a screenshot of your IPv4 address.

  3. Ask an authorised contact at your company to email the screenshot to PayGlobal Support to whitelist your IP address.

Not receiving a Duo push notification.

Check the following if you are not receiving the Duo Push notification.

  1. Ensure your phone is switched on and connected to the internet.

  2. Ensure that notifications are enabled for your phone and the Duo Mobile app. Note: if you receive the Duo push when you open the Duo Mobile app and swipe down, then notification may be switched off.

  3. If you can navigate to the PayGlobal Online Access Portal and receive the Duo push notification, but see this RemoteApp Disconnected error code 0x3000008 when launching the RDP. Contact your IT team to implement this fix - here

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Windows Security Credentials error: The logon attempt failed

You may get the Windows Security screen below when you log in after you have reset your Access Portal password. 

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Solution:

  1. Click the More choices button.

  2. Select the Use a different account option.

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  3. Enter your email address and current password for the Access Portal.

  4. Click the OK button.

Note: If the solution above does not work, please contact your IT team to implement this fix - here.

RemoteApp stuck at preparing the destination computer in Windows 11

Update 13/02/2023 – Microsoft has released an update to resolve this issue, ask your IT professional to install it.

If you have updated your computer to Windows 11 22H2, the RemoteApp window may sit at "Preparing the destination computer..." stage and will not progress.

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Solution:

If your computer has already been updated to Windows 11 22H2, the RemoteApp issue above can be prevented by modifying your computer registry until Microsoft resolves the issue. The modification is strongly recommended to be done by an IT professional. For more information, see https://pureinfotech.com/windows-11-22h2-bug-remote-desktop/.

Invalid state parameter. Authorization could not be completed.

You receive this error when navigating to the  PayGlobal Online Access Portal webpage.
Server Error in ‘/RDWeb/Pages’ Application. Invalid state parameter. Authorization could not be completed.

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Solution:

Press CTRL-F5 to clear your cache and / or press CTRL-SHIFT-N Incognito mode.

PayGlobal Application login errors

After you select a database, you will be prompted to enter your PayGlobal application credentials (Login ID and Password).

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These credentials are managed by your company’s PayGlobal Supervisor. If you attempt to log in and receive one of these errors,

Error: Incorrect password please re-enter.

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Solution: The Login ID is always displayed in uppercase. Please check CAPS Lock is off and re-enter the password.

Error: Sorry too many password fails please talk to your supervisor.

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Solution: Please ask the PayGlobal Supervisor to reset your User Profile Password and Fail count.

For more information, see Resetting a Users PayGlobal Application Password.