Trouble signing in? How VPNs and travel can affect your work account

If your work account stops letting you sign in, you’re not in trouble. We’re here to help you get back online.

Sometimes our security system notices a connection that looks different and temporarily pauses access while IT checks it. That doesn’t automatically mean someone else used your account or that you did anything wrong.

Why can this happen?

• A VPN is running. A VPN routes your internet connection through another location, so your device may appear to be somewhere else. Some VPN apps and browser extensions turn on automatically.
• You’re signing in from somewhere different. Using your device in a different state than usual may trigger a security check, even when it’s you signing in.
• The connection appears to come from another country. A VPN or the way a network routes traffic can affect the location shown. IT will check with you rather than assume where you are.

What should I do if I can’t get in?

1. Contact IT and let your manager know. You can submit an IT ticket without signing in. If you can’t access work email, include a callback number and a good time to reach you. Your manager can also contact it@peopleincfr.org for you.
2. We’ll get your manager’s thumbs-up. IT may contact your manager, or your manager can contact us directly, so we can move ahead with helping you regain access.
3. We’ll talk with you. We’ll confirm your identity, explain what happened in plain language, and check your device and connection settings with you. If you don’t know whether you have a VPN, that’s fine—we can help you check.
4. We’ll work on getting you back online. Once the checks are complete, IT will restore access as appropriate and have you test your work apps with us.

Tell us your name, work email, the device and app you were using, the error message, and roughly when it happened. Let us know if you’re traveling or have a VPN or “secure browsing” app. This helps us find the cause faster.

How can I help avoid another interruption?

• Do not use a personal VPN to access People Inc systems. If one is installed, IT can help check its settings and stop it from automatically reconnecting. If you’re unsure whether a connection is required by People Inc, ask IT before changing it.
• Do not use People Inc equipment or access People Inc systems from another country. Contact IT before international travel so we can explain what to do with your work equipment and access.
• Give IT a heads-up before working from a different state or an unusual location. A location change may prompt a check. We can help you prepare and reduce avoidable interruptions.
• If access stops again, contact us. Don’t keep guessing passwords, use someone else’s account, or turn on a VPN to get around a block.

Never put your password or verification codes in a ticket or email. If you receive an Authenticator approval request you didn’t start, deny it and let IT know.

Our goal

We want you back online and able to do your work. We’ll explain what we find, help with any settings that need attention, and work with you to make another interruption less likely.

For other sign-in messages, see Microsoft sign-in blocked, password rejected, or an unfamiliar passkey prompt.