To further protect your data, the Wellhub for Companies Portal uses more secure access methods: email verification code and authenticator app (TOTP). If you are stuck on one of these steps when logging in, the answer is likely here.
1. Does your company use single sign-on (SSO) to access Wellhub for Companies?
If your company uses the same login and password as your computer or corporate email (SSO), you don't need any email code or authenticator app at the time of login. Just type your corporate email on the home screen — the system will take you directly to your company's login page.
🔒 Attention
If a staff member performs any action considered critical in the W4C, the system will request an email verification code for security reasons.
💡 Tip for HR
If the system requests a code by email right at login, confirm that you have typed exactly the corporate email registered in the company.
2. Problems with the verification code
What is happening with your code?
👇 Select one of the options below to see the right answer for your case
A. The code says it's invalid (Why does the code give an error?)
This usually happens for three reasons:
- More than one code was requested: when clicking on "Resend code", the previous one is automatically canceled. Always use the last email received.
- Extra spaces or typing error: check if you didn't copy any space before or after the numbers.
- Validity period expired: the code has a short timeframe — if it takes too long to enter, it expires.
Solution: Close the browser tab, open it again, request a single new code and type it as soon as it arrives.
B. It takes too long or expires quickly
This usually happens because your company's security systems analyze the email before delivering it to the inbox — which can cause the code to expire on the way.
What to do now: Request a single code and keep the page open. Do not click "Resend" multiple times — this cancels the previous one and restarts the clock.
To resolve for good: The
Wellhub for Companies Portal
Administrator can ask the IT team to allow receiving emails
from the domains wellhub.com and
gympass.com.
If delays continue, it's worth considering the authenticator app: as the code is generated directly on the phone, it doesn't depend on email delivery.
C. It doesn't arrive at all (Check this before opening a ticket)
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Check the typing: See if there's an incorrect letter or an extra space in the email.
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Check your junk mail: Check the Spam or Junk Mail folders.
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Confirm your registration: The code only arrives if it has already been activated in the system.
If it still doesn't arrive, talk to the Wellhub for Companies Portal Administrator or the IT team — it could be a block in the company's system.
3. Authenticator app (TOTP)
In addition to the email code, your company may offer — or require — the use of an authentication app (such as Google Authenticator, Microsoft Authenticator, or Authy) to validate login and actions considered critical in the Portal. This app generates a 6-digit code directly on your cell phone, which changes every 30 seconds, without depending on a signal or email.
What is your question about the authenticator app?
👇 Select one of the options below to see the right answer for your case
A. What is the authenticator app and why use it?
Instead of waiting for a code by email, the authenticator app generates this code directly on your phone — it works even without internet or signal, as it only depends on the device's clock being synchronized. This reduces the risk of someone intercepting your access and avoids email delivery delays.
You can activate the authenticator app on your own in your account settings, or the company can require it for all Staff users. Either way, the email code remains available as an alternative, unless the company makes the authenticator app mandatory.
B. How to set up the authenticator app
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Confirm your identity with the code sent by email, as usual.
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Choose the authenticator app of your preference (Google Authenticator, Microsoft Authenticator, Authy, or another compatible one) and open the option to scan a QR Code.
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Scan the QR Code displayed on the Wellhub for Companies Portal screen.
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Keep the recovery codes displayed at the end in a safe place — they are the way to access your account if you lose your device.
💡 Once configured
The authenticator app will now be requested at login and for sensitive account actions. It only goes back to using the email code if you deactivate the authenticator app.
C. My company requires the authenticator app. What changes?
When an Administrator or Technician activates the authenticator app requirement for the company, all Staff users with access to this Client now need it at login and for critical actions — at the next access, each person is directed to the configuration screen.
This also applies to anyone creating a new account: configuring the authenticator app becomes the final stage of registration.
Important: The company cannot disable two-step verification entirely — it only chooses whether it prefers an email code or authenticator app as the default method.
D. I want to go back to the email code (Can I go back?)
Yes. Within the Multi-Factor Authentication menu in your account settings, there is an option "Go back to email code". Upon confirming, your current authenticator app configuration is removed and login goes back to requesting the email code.
Note: If your company requires the use of the authenticator app, at your next login, you will be asked to register the authenticator app again.
E. I lost access to the app (Now what?)
If you have the recovery codes: Use one of them to enter and then configure the authenticator app again (or go back to the email code).
If you DO NOT have the recovery codes: Talk to the Wellhub for Companies Portal Administrator or support, providing the account email, so that access via the authenticator app can be reset.