The majority of blockages on Arkevia come from three specific points: confusion between the portals arkevia.com and myarkevia.com, a missing recovery email from the account, or an expired activation code that only the HR service can regenerate. We detail the actual unblocking processes here, starting with what the usual guides omit.
Backup email on myarkevia: the setting that no one configures
The Arkevia digital vault relies on an identifier linked to the employer (employee number or company code) and a personal password. When this password is lost, the reset procedure sends a link to the email address associated with the account.
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The problem: during the first login, most employees keep the professional email provided by the payroll service by default. In case of leaving the company or changing positions, this email becomes inaccessible. Providing a personal backup email as soon as the account is activated avoids this total blockage scenario.
We recommend checking this setting in the myarkevia.com profile settings. The field is usually found in the “Personal Information” or “Account Security” section. If you have already lost access and the registered email is outdated, consulting the Arkevia connection issue solutions allows you to understand the recovery process through human resources.
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Arkevia.com or myarkevia.com: two portals, two distinct uses
A frequent source of connection errors comes from confusion between the two addresses. Arkevia.com is the employer portal, used by HR and payroll services to upload pay slips and manage employee accounts. Myarkevia.com is the individual space of the employee, where you view and download your documents.
Trying to log in with employee credentials on arkevia.com will always return an error. The reverse is also true. Before any reset attempt, make sure you are on the correct portal.
Browser and cache: quick checks
The myarkevia.com portal uses secure sessions that can conflict with an outdated browser cache or corrupted cookies. If the login page displays a generic error message or loops through verification:
- Clear the browser’s cache and cookies, then retry in a private browsing window
- Test with an alternative browser (Chrome, Firefox, Edge) to isolate a problem with an extension or local configuration
- Temporarily disable ad or script blockers, which may interfere with the authentication form
These actions resolve most display-related blockages. If the problem persists after these checks, the blockage is on the account side, not the browser side.
Expired activation code: the HR circuit as the only way out
When the digital vault is created by the employer, the employee receives an email containing an activation link and a temporary code. This link has a limited validity period. After this time, the code expires and the link becomes inoperative, without always an explicit error message.
In this case, neither the “Forgot Password” form nor Arkevia support can regenerate this code directly. The only quick unblocking route goes through your company’s HR or payroll service, which has the necessary rights to restart the activation from the employer portal arkevia.com.
What the HR service can do concretely
- Regenerate a new activation code and trigger the sending of a new email
- Verify and correct the email address linked to the employee account (frequent input error during payroll data import)
- Confirm that the vault has been provisioned correctly, as some employees receive an activation email while their space has not yet been created on the employer side
Formulate your request by specifying your employee number, the concerned email address, and the approximate date of receipt of the first activation email. These elements speed up processing by the manager.
Contacting Arkevia support: real delays and single channel
Arkevia does not offer direct phone support. Assistance is provided exclusively via email. The usual response time is between 24 and 48 business hours, which makes this channel unsuitable for urgent blockages related to a pay slip that needs to be downloaded quickly.
We observe that many users send multiple follow-ups in the same day, which does not speed up processing and can complicate ticket tracking. A single clear email, containing the account identifier, a screenshot of the error message, and a precise description of the blockage, is sufficient.
For unblocking within the day, always go through your HR service in parallel. The payroll manager has direct access to the employer portal and can often resolve the issue even before the technical support responds.
Account security after recovery
Once access is restored, three actions should be taken immediately. Change the temporary password to a strong personal password. Verify that the personal backup email is correctly filled in the profile settings. Download the pay slips and pending documents to keep a local copy.
A digital vault does not replace a personal backup. If access is lost again or if the company changes providers, documents stored only on myarkevia.com may become temporarily inaccessible. Keeping a PDF copy on a personal drive remains the most reliable precaution.