When logging in to Natural HR you may see an error message with this text.

Error 17 means that your either your login username or password are incorrect. 

This is the only condition that will cause this specific error message to appear.  Any other error type of login failure will generate a different error code.

Whilst this can be frustrating, from a security perspective we are unable to tell you which one is the incorrect value.  Our support desk are unable to see the username or password you entered, or the correct password for your account.  Usernames are commonly, but not always, the same as your work email address.

Multiple failed login attempts will result in the account being frozen for 15 minutes to prevent brute force attacks.  

Any further login attempts during the frozen account period will reset the timer - so it is always best to wait until 15 minutes has passed before trying again.

Common Causes:

• Passwords saved in browsers: 90% of login issues received by Natural HR support staff are due to the browser saving the password and auto-populating these details.  If the password has been changed or reset, this will cause a login failure as the browser populates the password field with the old, saved password.  Whilst we recommend not saving your passwords, if you choose to you must ensure that the saved password is updated in your browser, otherwise your browser will continue to automatically populate the field with the old saved password, resulting in failed login attempts.
  
  
• Forgotten username or password 

 
How to resolve Error 17:

In order to regain access, you may need to reset your password using the 'Forgotten Password' link on the login page.  You can click here to go there directly.  This will send you an email with a temporary password that can be used to login to the system.  Alternatively, contact your Natural HR system administrator or HR team who can reset your login details on your behalf.  Please note that Natural HR support staff do not have access to passwords, and cannot reset your password for you.

For further information on password resets, please click on the following link: Forgotten password.