We open My Arkevia to retrieve a payslip before a bank appointment, and the page displays an error message or just keeps loading. The usual reflex, resetting the password, is not always enough. Since the widespread implementation of multifactor authentication and the tightening of network policies on the employer’s side, the causes of blockage have diversified, as have the solutions.
Blockages Related to Multifactor Authentication on My Arkevia
Since the end of 2023, Arkevia has generalized multifactor authentication (MFA) for some employee and HR accesses. In practice, this means that after entering your credentials, you receive a code via SMS or through an authentication app. When this code doesn’t arrive, or when the app is out of sync, the “forgot password” link does not resolve anything.
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The problem rarely comes from Arkevia itself. An outdated phone number in the HR profile, a smartphone change without migrating the authentication app, or simply a time zone difference on the phone can block the code validation.
When you find yourself in this situation, the next step is to go through the HR service or the employer. It is up to them to reset the authentication factor on the administration portal. A detailed guide allows you to resolve a connection issue on My Arkevia by clearly distinguishing what pertains to the password and what pertains to MFA.
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Before contacting anyone, you can quickly check three points:
- Is the phone’s time automatically synchronized (setting “automatic date and time”)? A difference of a few minutes invalidates temporary codes.
- Is the mobile number registered in the Arkevia profile still active? After a change of operator or number, the SMS goes into the void.
- Has the authentication app (like Google Authenticator or Microsoft Authenticator) been transferred during the last smartphone change? If not, you need to request a reset from the HR service.
Employer Network Policies: When the Problem Doesn’t Come from Arkevia
Several feedbacks from companies using Arkevia show that connections fail not because of the platform, but due to the internal network infrastructure. Mandatory VPN, IP filtering, blocking of third-party domains by the proxy, poorly configured SSO: these are all layers that can cut access to the MyArkevia portal without displaying an explicit message.
Testing the connection from a different network (personal phone 4G, home Wi-Fi) is the quickest diagnosis. If Arkevia works outside the corporate network, the problem is on the IT department’s side.
Common Case of Proxy and Browser Extensions
On a work computer, the browser often includes security extensions or a transparent proxy that blocks certain scripts. Arkevia uses JavaScript for the login form. If JavaScript is disabled or filtered, the page seems to load but the validation button does not respond.
You can check by opening the browser’s developer console (F12, Console tab). Errors like “blocked by Content Security Policy” or “net::ERR_BLOCKED_BY_CLIENT” confirm active filtering. In this case, the solution lies with the internal IT department, not with Arkevia support.
Ex-Employee Account and “Unknown Identifier” Message on Arkevia
A scenario that generates a lot of confusion: you leave a company, and a few months later, you try to log in to My Arkevia to retrieve old payslips. The portal displays “unknown identifier” or “non-existent account.”
Since the strengthening of GDPR obligations and the CNIL guidelines on digital safes, several employers have shortened the retention period for Arkevia accounts and identifiers for ex-employees. An account may be deactivated a few months after the end of the contract, whereas older tutorials suggested that access remained open for much longer.
What to Do Specifically
If the “unknown identifier” message appears after leaving, the first step is to contact the former employer (HR or payroll department). They manage the lifespan of accounts on the portal. Feedback on this point varies: some companies maintain access for several years, while others cut it off quickly.
In case of refusal or lack of response, the employer is still obliged to provide payslips upon request, regardless of the status of the Arkevia account. A registered letter reminding them of this obligation is usually enough to resolve the situation.
Clearing the Cache and Resetting the Browser: The Checklist That Really Works
This advice is found everywhere, but it deserves clarification, as “clearing the cache” does not mean the same thing depending on the browser and context.
- On Chrome: Settings > Privacy and security > Clear browsing data. Check “Cookies and other site data” AND “Cached images and files.” Select “All time,” not just the last hour.
- On Firefox: Settings > Privacy and security > Cookies and Site Data > Clear Data. Also, remember to temporarily disable the “Enhanced Tracking Protection” mode, which may block login scripts.
- On a work browser managed by the IT department: cache deletion options may be locked. Try a private browsing tab, which bypasses existing cache and cookies without deleting anything.
The private browsing tab remains the quickest test to determine if the blockage comes from the cache, an extension, or a corrupted cookie. If the connection works in private browsing, you know that cleaning the regular browser profile will resolve the issue.
Another often overlooked point: a password saved in the browser’s password manager may be outdated. After a reset, the old password continues to autofill. You think you are entering the correct one, but it is the old one that is submitted. Disabling autofill on the Arkevia login page helps eliminate this source of error.
When none of these manipulations work and the problem persists from a personal network, on a clean browser, with verified credentials, the last resort is Arkevia technical support. The contact form accessible from the official portal or the integrated FAQ allows you to report a technical blockage on the server side, which is beyond any user action.