Why can’t I log in?

I am trying to log in with my phone number, but I am not receiving a verification code. Why?

1. Check whether you entered the correct phone number;
2. If the phone number is correct, check your SMS spam folder. You can find it here:
   1. On Android phones, open the Messages app, tap the three dots (⋮) in the top right corner or your account icon, and select Spam & blocked;
   2. On iPhone, open the Messages app, tap Filters in the top right corner, and check the Spam and Unknown Senders sections;
3. If the phone number is correct and the code is not in your SMS spam folder, contact your organisation’s HR department so they can check whether the correct phone number is entered in the system.

I am logging in with my phone number and, after entering the verification code, I enter my 4-digit personal ID code, but I still cannot log in. Why?

1. Check whether you entered the correct code (the last 4 digits of your personal ID number or another 4-digit code set by your organisation);
2. If the code is correct, contact your organisation’s HR department so they can check whether the correct code is entered in the system.

I get an error message when logging in with my Microsoft account. What should I do?

1. Check whether you entered the correct email address;
2. Check whether you entered the correct password;
3. If you have forgotten your Microsoft account password, tap Forgot password and follow the further steps;
4. Make sure your company does not require two-factor authentication (2FA). If it does, download the Microsoft Authenticator app from Google Play or the App Store. Once you have downloaded the app:
   1. sign in using your work Microsoft account;
   2. if prompted, verify your account by following the on-screen instructions (for example, entering a code or approving the sign-in on another device);
   3. return to the MELP app and try signing in again. During the login process, you may need to approve the sign-in attempt in the Microsoft Authenticator app;
5. If you still cannot log in after completing the steps above, contact your organisation’s HR department so they can check whether the correct email address is entered in the system. If you see a system error message on the MELP app screen, please take a screenshot and share it with the HR department.

I get an error message when logging in with my Google account. What should I do?

1. Check whether you entered the correct email address;
2. If the error persists, contact your organisation’s HR department so they can check whether the correct email address is entered in the system.