This article is about Justworks PEO and Payroll. What product am I using?
If you’re running into issues accessing Advisor Dashboard or viewing your clients, this guide covers the most common troubleshooting steps.
From login problems and invite errors to missing clients and permission conflicts, you’ll find quick solutions to get your account working smoothly. Start with the scenario that best matches what you’re experiencing.
Resetting Your Password
If you’re unable to log in, try using the Reset Password link on the Advisor Dashboard login page.
- A password reset email will be sent to the home email address associated with your account.
- If you're trying to recover your username and don't receive an email with the information you need, feel free to reach out to our Support team for assistance.
Can’t See a Client in Your Dashboard?
If a client isn’t showing up in your Advisor Dashboard, it’s often due to how or when the invite was accepted.
Try the steps below based on your situation:
You created your Advisor Dashboard account after receiving an invitation
- Log in to your Advisor Dashboard account.
- Go back to the invite email.
- Click the invite link again.
Note: The invite link only works once your account is active. If you were invited first, it may not register until you’ve created your account.
Accepted Invite, but Client Missing from Dashboard
Make sure to:
- Log in to Advisor Dashboard.
- Then click the invite link in your email.
Note: Invitation links expire after 7 days. If your link has expired, please ask your client to resend the invite.
Still not working?
If you’ve tried the above and the client still isn’t appearing:
- Confirm the invite is still active
- Check if the client is listed under the Enrolling or Terminated tabs instead of the main dashboard. These statuses don’t count toward your visible client total on the homepage.
- If needed, your client’s admin can approve a manual connection — and our support team can help complete it.
You Invited a New Client, but Don’t See Them
If you used the Add New Client button, the company will appear under Clients > Payroll > Enrolling.
This means they’re still in the onboarding process. Once the client is fully onboarded, they’ll move to your main client list. These pending clients do not count toward your dashboard’s client total yet.
“Your firm members must share the same email domain” Error
Advisor Dashboard requires that all members of a firm use the same business email domain (e.g., all members use @firmname.com). As part of our security protocol, Justworks requires that firms on Advisor Dashboard are created with private domains. This means, public domains like @gmail.com or @yahoo.com are not supported for firm setup.
If you receive this error:
- Check that your email matches the rest of your team.
- If your firm uses a public domain, like Gmail or Yahoo, you can request that your client add you as a Third-Party Administrator (TPA) instead.
“Your firm is already on Advisor Dashboard” Error
You may see this message when trying to create a new firm account: “It looks like your firm is already on Advisor Dashboard. Contact your firm administrator to access your firm’s account.”
This means someone from your firm has already set up a firm account using your shared email domain. To join the existing account:
- Contact your firm admin and request an invite to join the firm.
- Once invited, follow the email instructions to access Advisor Dashboard.
Best practice: Firm admins should invite their full team early in the onboarding process to avoid access issues later.
You’re Stuck in a Login Loop During Sign-Up
If you’re redirected back to the login screen during sign-up, it’s likely that the username you chose is already tied to another Justworks product (like a third-party admin or employee account).
To resolve this:
- Go to the Advisor Dashboard welcome page.
- Click Get started.
- Create a new, unique username that hasn’t been used elsewhere on Justworks.
Connected to a Client, But Can’t Access Their Account?
Even if a client appears in your dashboard, you may not be able to access specific parts of their account. Here’s what to check:
1. You may not have the correct permissions
Your client admin can adjust your access at any time.
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For PEO clients:
- Navigate to Manage > Third Party > Edit
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For Payroll clients:
- Navigate to People > Third Party Admins > Edit
2. Your firm is connected, but you aren’t assigned to the client
Ask your firm admin to:
- Go to Firm > Firm Info
- Click your name
- Check your Assigned Clients list
“You Don’t Have Access to Do That” Error
This error may appear if you’ve used Justworks in another role (like an employee or vendor) and are logged into a different account. It’s usually a browser-related issue tied to your session or cookies — stored data that can sometimes interfere with how pages load or links work
To fix this: Log in using an Incognito or Private window in Chrome or Safari. This resets the session and allows you to log in cleanly.
Just Created Your Account But Can’t Access Clients?
After account creation, you’ll need to set up Multi-Factor Authentication (MFA) to access client accounts.
If you were linked to a client before setting up MFA:
- Log out of Advisor Dashboard.
- Log back in to complete MFA setup.
Once that’s done, you’ll have full access with no additional logins needed.
Disclaimer
This material has been prepared for informational purposes only, and is not intended to provide, and should not be relied on for accounting, legal or tax advice. If you have any legal or tax questions regarding this content or related issues, then you should consult with your professional legal or tax advisor.