A blockage on MyArkevia is not always due to an incorrect password. Since the recent updates to the platform, the causes of malfunction have diversified, and the classic solutions (clearing the cache, resetting the password) no longer cover all scenarios. Here we detail the technical points that most troubleshooting guides do not address in depth.
Reset Button Bug on Apple: Technical Workaround
Specific malfunctions on Apple devices render the password reset button inactive or unclickable. The issue affects Safari on iOS and macOS, likely related to a JavaScript conflict with the WebKit engine.
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The documented solution: switch to another browser (Firefox, Chrome) or use an Android device or a Windows PC to complete the procedure. Trying to force the click via reader mode or disabling JavaScript does not resolve anything, as the reset form relies precisely on client-side scripts.
We recommend Apple users not to waste time making multiple attempts on Safari. When needing to access My Arkevia in case of a bug from an iPhone, switching to mobile Chrome remains the most reliable path before any support request.
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Access Recovery for MyArkevia After Leaving a Company
The most complex case remains that of an employee who has left their employer and whose professional email address is no longer active. The Arkevia digital vault retains documents well beyond the end of the contract, but access often relies on an email that has become inaccessible.
Biometrics and QR Code as an Alternative Channel
The amendment to the ordinance n° 2016-65 on the dematerialization of payslips, applicable since January 2026, requires HR vaults to offer a recovery mechanism based on biometrics or a QR code in case of lost credentials. This channel allows bypassing the old professional email.
For this option to work, it must have been configured in advance. If you did not activate biometric login (fingerprint or Face ID) from the mobile app before your departure, contacting support becomes mandatory.
Integrated Support Chat Since Late 2025
MyArkevia now includes a live support chat directly in the interface. This channel handles access recovery requests (lost email, blocked account, employer change) within hours instead of several days. The condition: being able to still log in via a mobile device or another terminal where a session remains active.
If no session is open anywhere, the chat remains inaccessible. In this case, the classic contact form or going through the former HR service of the employer are the only remaining options.
MyArkevia Biometric Login: Configure Before Lockout
Biometric login from the MyArkevia mobile app is not a comfort gadget. It is a main recovery channel when the email is no longer accessible. Once configured, it allows resetting access without going through the old professional email.
We observe that the majority of permanent lockouts concern users who had neither biometrics nor the QR code activated. The configuration takes less than two minutes from the app’s security settings, and it eliminates the risk of total access loss after a job change.
- Open the MyArkevia mobile app, go to security settings, then activate Face ID or fingerprint according to the device.
- Generate the backup QR code provided since January 2026 and store it outside the device (screenshot in a secure personal space, paper print).
- Ensure that the personal email (not professional) is correctly listed as the backup email in the digital vault profile.
MyArkevia Connection Errors Related to Browser and Extensions
White pages, excessive slowness, and unresponsive forms are rarely server outages. In the vast majority of cases, the problem comes from the client workstation.
Ad blockers (uBlock Origin, Adblock Plus) interfere with Arkevia’s login scripts. The platform uses requests to third-party domains for authentication, and these requests are sometimes filtered by browser extensions.
- Temporarily disable all extensions, then test the connection. Reactivate the extensions one by one to identify the one that is blocking.
- Use a private browsing window, which disables most extensions by default and ignores the cache.
- If the problem persists, check that the browser is up to date. MyArkevia requires a browser compatible with at least TLS 1.2, which excludes very old versions of Internet Explorer still present on some corporate workstations.
- Capture the error screen before contacting support via the dedicated form: the exact message and the URL displayed in the address bar speed up diagnosis.
The activation code provided by the employer during the first login also poses frequent difficulties. The email containing this code often lands in the spam folder, especially on corporate mailboxes with strict anti-phishing filters. Checking the junk and quarantine folders before requesting the HR service to resend avoids unnecessary back and forth.
The Arkevia digital vault stores payslips, certificates, and contracts for a very long duration. Losing access to these documents due to technical negligence is almost always correctable, but the lost time directly depends on prior preparation. Configuring biometrics, registering a personal backup email, and keeping the QR code outside the main device remain the three actions that make any subsequent troubleshooting quick.