CGS One AppSign in

Troubleshooting

Fixes for common problems, starting from what you're seeing.

"Invalid Domain ID" when I enter my domain ID

Likely cause

  • The domain ID was mistyped. It's always 2 letters followed by 5 numbers, for example AL12345.
  • You're a new hire and your Workday record hasn't reached CGS One App yet.
  • Your account isn't active in CGS One App.

How to fix it

  1. Re-enter your domain ID carefully, one character per box. Letters go in the first two boxes and are capitalized for you, and numbers go in the last five. Watch for O and 0, or I and 1.
  2. If you're a new hire and your ID is correct, try again later.
  3. If your ID is correct and the message keeps appearing, contact your HR partner, who can check your Workday record.

Still stuck? Report an issue and tell us what you tried.

"Invalid Credentials" when I enter my password

Likely cause

  • The password doesn't match the one set for your CGS One App account.
  • You used the password for your workstation or Carelon email. CGS One App has its own, separate password.
  • The password is shorter than 8 characters. CGS One App passwords are always at least 8.

How to fix it

  1. Select the eye icon in the password field to show what you typed, and check for typos and Caps Lock.
  2. Make sure you're using your CGS One App password, not your workstation or Carelon email password.
  3. Still not working? Select Forgot password? and reset your password. If your sign-in screen offers Email me a one-time code, you can use that to sign in instead.

Good to know

After 10 wrong passwords in a row, password sign-in is paused for 15 minutes and the message changes to Too many attempts. If you've already tried several times, reset your password rather than guessing again: resetting also lifts the pause.

Still stuck? Report an issue and tell us what you tried.

I don't see "Email me a one-time code"

Likely cause

  • You're still on the first screen. The option only appears on the password screen, after you enter your domain ID.
  • Your account isn't registered yet. Instead of the password screen, you'll see Register Your Account.
  • Signing in with a code isn't turned on right now. When it's off, the option doesn't appear for anyone.

How to fix it

  1. On the sign-in page, enter your domain ID and select Next. On the password screen, look below the Login button for or, followed by Email me a one-time code.
  2. If you see Register Your Account, register first. See Register your account.
  3. If the password screen has no one-time code option, it isn't available right now. Sign in with your password, or reset your password if you've forgotten it. If you saw Too many attempts, wait the time shown, or reset your password to lift the pause.

Still stuck? Report an issue and tell us what you tried.