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FAQ: HR new experience (sign-in and UI)

Shirley Bousfield
Updated

Introduction

This frequently asked questions (FAQ) guide is designed to address any outstanding questions you may have after following the Sign-In update actions guide.

It covers key topics related to preparing for the Ciphr update, including changes to the sign-in process, branding configuration, and user management.

Use the quick links to go to a specific area or press Ctrl and F together to bring up a word search in the top right of the screen.

⚠ Before reviewing the FAQ, we recommend reading through the steps outlined in the main guidance as it should cover most of your queries.


If your query is not listed here, then please see the Further information section for details on how to contact Customer care who will be happy to help.

 

Sign-in set up overview (phase 1)

What is Sign-In?

Sign-In is a centralised authentication platform designed to help Ciphr customers manage users more efficiently. Key features include:

  • Centralised user management: customers can manage all their users from a single area
  • Self-serve configuration of single sign-on (SSO): customers can configure SSO without needing Ciphr support
  • Unified login: it will eventually enable users to access all Ciphr products using a single login

This new feature aims to simplify the user management experience for customers. Sign-In supports Ciphr HR and MyPay, but will soon expand to include all Ciphr products, such as LMS and iRecruit.

During the initial set up, Sign-In will not be linked to your HR system to give you time to complete the configuration tasks, and your users will be unaffected at this stage.

 

Why do I need Sign-In?

Configuring Sign-In is the first step in preparing for the future update of your HR system to be able to try out our new experience of a modernised interface, streamlined navigation, in-app guidance, enhanced security, and self-service branding capabilities to improve the user experience.

 

Do all users need a Sign-In account to access the system?

Yes, all users who need to sign in and access the system will need a Sign-In account. Without a Sign-In account, users won’t be able to access your HR system once it has been updated.

 

When will the HR update take place?

As soon as you’re ready to be updated, let us know you’ve completed your actions by completing this form. You will receive an email at least two weeks in advance, confirming the scheduled date for the next stage of the HR system update.

The Sign-In tasks are in preparation for the HR update so your users will not be affected during Sign-in set up as it’s not linked to your HR system yet.

 

Do we need to communicate to our users during Sign-In set up?

During the set up phase, Sign-In is not linked to your HR system so your users will be unaffected.

We will provide you with some suggested communications and guides at the next stage when you start to prepare for your HR update or you can view them here: HR sign in update - end user resources.

 

How long will it take to complete the pre-update tasks?

On average, the tasks take approximately two hours, depending on the volume of data that needs to be checked.

 

Who needs to complete the pre-update tasks?

An HR system administrator is required, with support from an IT colleague for SSO setup and an optional marketing colleague for branding configuration.

 

Getting started

How do I access the new Sign-In app?

HR system admins will receive an activation email. Click "Set your password," follow the instructions to set up your 2FA, and log in. 

Note: The email link will expire so you may need to click reset password from the Sign in screen if you need a new link.

 

What if I didn’t receive the activation email?

Check your spam/junk folder. If it’s not there, you can submit a request for assistance from Customer care.  Please see Further information section for more details.

 

Why do I have to set up a password when I use SSO?

We have created you a temporary account to access the new sign-in experience ahead of the update. SSO won't work the first time you login until you configure your SSO in the new sign-in configuration.

 

How do I create Sign-In accounts?

When you are initially configuring Sign-In, you can add users to help you with the initial tasks (such as an IT or Marketing colleague).  For details on how to do this please refer to the Update Actions Guide.

Note: Once your HR system is updated and connected to Sign-In, accounts can be created via the New Employee Wizard.


Can I remove Sign-In accounts for system administrators who won't be involved in the update actions?

Yes, in the Users tab you can delete users via the Actions menu in the right hand column, either:

  • Individually by selecting Actions > Delete to the right of the record
  • In bulk using the multi-select tick boxes in the left hand column. Ticking boxes will enable the bulk button at the top of the right column, then select Delete User to remove all selected users

 

Email validation

Why will users need an email address to sign in to the HR system?

To enhance security and streamline access, the updated HR system will require an email address to be populated in either the Contact Email Address or Work Email Address field of the user’s record, depending on which email field your system uses as the default. This email address will be used as the user’s login credential, replacing the traditional username. This can be a work or personal email address.

You can use the Specialist Report > Data Validation Export to check for blank or duplicate email addresses.  Please see this guide for full details.

 

How do I know which email address is the default one I need to populate?

The majority of customers use the Contact Email Address field, but if you’re unsure, please contact Customer Care (see Further information section) who can check the database for you.

 

How do I update the contact/work email address?

You can update the contact/work email address in Ciphr HR by:

  • Navigating to Personal > Personal Details > Contact Details
  • Locating the Contact/Work Email Address field
  • Entering the email address and clicking Update

If you have a large number of email addresses to update and would like some assistance, please submit a request (see Further information section) for a quote for additional services.

 

What are the benefits of using an email address instead of a username for login?

  • Enhanced security:

Email addresses are more secure and less predictable than usernames, reducing the risk of unauthorised access.

Multi-factor authentication (MFA) and other security features are easier to implement when linked to an email address.

  • Password recovery:

If you forget your password, having an email address simplifies the password recovery process. You can receive reset links directly to your inbox, eliminating the need for manual intervention.

  • Improved user experience:

Using an email address streamlines login, as it’s something you use regularly and are more likely to remember compared to a username.

 

What happens if I don’t have an email address on my record?

If no email address is populated in the Contact/Work Email Address field, users won’t be able to sign in once the HR system is updated.

 

How will onboarders/leavers sign in?

If you have users accessing the system who are not currently employed, please make sure the default email field (Contact/Work Email) contains a personal email address they can access. They’ll need it to log in after the update.

 

Test records with no/duplicate email address

I have test users without an email address, how can I give them access?

You will need to populate a contact email address on their personal detail record. This can be a work or personal email address. Alternatively, you could use plus addressing (also known as sub addressing) to create a unique email variation of your email for your test users.

 

What is plus addressing?

Plus addressing is a way to create variations of your email address by adding a "+" followed by additional text. For example, if your email is user@example.com, you can use user+tag@example.com.

 

How do I use plus addressing?

Simply add a "+" and any word or identifier after the local part of your email address (before the "@" sign). For example, if your email is jane.doe@example.com, you could use jane.doe+newsletter@example.com.

 

Does plus addressing work with all email services?

Most email providers like Gmail, Outlook, and Yahoo support plus addressing. You may need to check with your IT team to confirm it’s supported.

 

Will plus addressing impact email delivery?

No, emails sent to a plus-addressed email (eg, user+example@example.com) will still be delivered to your standard inbox without any issues.

 

Where can I find out more about plus addressing?

Click on the link below for more information:

https://learn.microsoft.com/en-us/exchange/recipients-in-exchange-online/plus-addressing-in-exchange-online

 

Sign-in security

What if my organisation uses SSO?

If SSO is enabled, it must be configured and tested in the Single Sign-On section to ensure users can sign in smoothly after the update. 

Please refer to the detailed guidance on your method of SSO to help you configure this:

 

What happens if we have a SSO redirect in place?

We've standardised authentication for a simpler, more intuitive experience, removing the need for custom SSO redirects. Users enter their email, and we determine the login method. Saving the email allows one-click logins for SSO users.

 

Will I still be able to use my username to sign in?

No, usernames are no longer supported once your HR system has been updated. All users must use an email address to access the system.

 

What’s the difference between a global admin vs group admin in Sign-In admin?

Global admin has access to manage all sign in accounts within the Sign-In admin area

Group admin you can choose which record groups admins have access to view and manage within the Sign-in admin area

 

When I create a Sign-In account, will the user receive an email?

Yes, during the initial set up stage, if you wish to create a Sign-In account for someone helping you with the configuration (such as an IT or Marketing colleague), they will need to sign in with email and password so an “account activated” welcome email will be sent (as long as it’s enabled – see next question) when a sign-in account is created for them.

 

Can I turn off the account activated email?

Yes, to disable the email go to your profile page (bottom left) and click Admin (top right). On the Settings tab go to Email notifications, click Edit, disable the slider and click Submit.

Note: It’s recommended to set up any users needed to help with the set up tasks (such as an IT or Marketing colleague) before disabling the email to ensure they receive the “account activated” email to set up their sign in details.

 

 

Two-Factor Authentication (2FA)

Now mandatory for non-SSO users

Why is two-factor authentication (2FA) mandatory for users who sign in with an email and password?

To enhance the security of your users’ records and protect sensitive data, 2FA is now mandatory for all users who sign in with an email address and password. This adds an extra layer of protection by requiring not only a password but also a second form of verification.

Note: SSO counts as a method of 2FA so if you are already using this or intend to set this up within Sign-in, then enabling 2FA for SSO users is optional.


What is two-factor authentication (2FA)?

2FA is an additional security measure where; after entering an email and password, users will need to provide a second piece of information to access their account. This could be:

Why is 2FA beneficial for security?

2FA significantly enhances security by:

  • Preventing unauthorised access even if someone has your password
  • Ensuring that only trusted devices and individuals can access your account
  • Reducing the risk of phishing attacks and other security breaches that rely on stolen passwords alone 

What happens if I don’t set up 2FA?

If users logging in with a password don’t set up 2FA, they won’t be able to sign in to the system. Setting up 2FA is now a mandatory requirement for all users who log in using email and password, and they will be prompted to set up their 2FA settings when signing in to Ciphr.

 

Is 2FA required every time I log in?

Yes, 2FA will be required each time you sign in with your email address and password, ensuring maximum security.

 

Can I opt out of 2FA?

No, where SSO is not being used, 2FA is now mandatory for all users using email and password authentication. This security measure is in place to protect the user’s account and the system as a whole.

Note: SSO counts as a method of 2FA so if you are already using this or intend to set this up within Sign-In, then enabling 2FA for SSO users is optional.


What are the different 2FA options available?

You can choose from multiple 2FA options, including:

  • Authenticator app: use an app to generate time-sensitive codes such as:
  • Email authentication: a code sent to a registered email address
  • SMS authentication: a code sent to a mobile device via SMS (if you are interested in enabling SMS, please contact your Ciphr Success Manager)

What’s the timeout of 2FA email codes?

Users will have 9 minutes from receiving their 2FA code via email to access the system. If they do not use the code within 9 minutes, they will need to request a new code.

 

Branding

Why is branding configuration important?

You need to configure your company branding (logo, colours, fonts) as part of the Sign-In set up, as this will appear on the new sign-in screen and all system-generated emails (eg password reset, activation emails).

 

Will the branding configuration affect my current live HR system?

No, the new configuration applies to the sign-in screen only during the preparation stage so your current HR system will be unaffected.  Once your HR system is updated and you have access to try the new experience, if you toggle on the switch you’ll see the new branding applied in the new experience.

 

Can we update branding after the update?

Yes, you can modify branding at any time in the Branding Configuration tab, but it’s best to get this ready in preparation for the HR system update so your users see a familiar sign-in screen from the outset with your logo and colours.

 

How do we apply Multi Entity branding?

The Sign-in Branding Configuration tab is global, but in the new HR experience there is another Branding page which allows you to configure branding for each Entity.  Please see the Branding configuration guide for more details.

 

What to expect in phase 2 – the new HR experience

Your HR system update will be planned in separately, once your Sign-in actions are complete and it’s ready to sync your users. As soon as you’re ready to be updated, let us know you’ve completed your actions by completing this form and we'll arrange your update date.

Once updated, all your users will log in using the new sign-in experience and then it’s completely in your control which user role(s) you grant access to try out the new experience. Separate guidance will be provided to you at the appropriate time or you can view it here: New HR experience post-update actions

 

Navigation

Can I customise (rename or reorder) the navigation in the new user interface (UI)?
No, the navigation in the new interface cannot be customised, including renaming or reordering the navigation.


Why can’t navigation be customised?
The navigation is designed to be consistent for all our customers. This ensures consistency in how the system is used and supported. Customising navigation could lead to confusion, inconsistent user experiences, and make it more difficult for our support team to assist our customers effectively.


What are the benefits of a standardised navigation?
a) Action-orientated menu

  • Menu names have been changed to make it clearer for the user what they relate to
  • Configuration and administration menu items have been moved to the relevant section where possible, making it more logical how to administer your system


b) In-app guidance and support: Ciphr now provides end users with in-app guidance and support:

  • Step-by-step instructions within Ciphr to help users complete tasks
  • Product guides tailored to the standardised navigation, ensuring users know where to find key features and how to use them
  • Real-time support within the product itself, reducing the need for our customers to create bespoke guidance for their users
  • Offer more efficient training and documentation that applies universally to all users


c) Consistency for Ciphr Support: A consistent navigation means that the Ciphr care team can:

  • Provide faster, more accurate responses to queries, as all users will be following the same navigation structure
  • Troubleshoot issues more effectively, as Ciphr support are aligned with the standard navigation


d) Easier Onboarding for New Users:

  • Standardised navigation reduces learning curves for new users as they can follow universal guides and tutorials provided in product.


How does in-app guidance enhance my user experience?
Our new in-app guidance improves the overall user experience by providing proactive assistance and guidance while in the application to find information they need. It helps users find their way around the system to learn and understand new features.


How do I find pages where the name or menu location has changed?
You can use the search feature in the top left corner of the navigation. The search function is designed to recognise page names from the old version, allowing you to search using familiar names. It will then display the new page name and allow you to click the label to access.

 

Can I suggest improvements to the new navigation?
Absolutely, we welcome feedback to improve the overall user experience. If you have suggestions how we can improve the navigation please let us know by submitting feedback via the experience toggle or Customer Care.

 

New experience toggle

What is the new experience toggle?

We’ve introduced the ‘try the new experience toggle’ to give our customers the flexibility to adopt the new user interface at your own pace. This feature offers some key benefits:

  • Gradual rollout – enable the new UI by user roles at your pace, so your users become familiar with the new experience
  • Dual availability - use both versions side by side, with the ability to seamlessly switch between them as needed
  • Smooth transition – this approach is designed to make the change manageable and ensure a positive user experience

We encourage you to enable the new interface toggle as soon as possible to take full advantage of this flexible transition period, with the comfort of knowing at this stage it is optional for your users. This gives you the time to adjust and enable a smooth changeover.

The feedback from customers who have already made the switch has been positive. Many have shared success stories about how much quicker and easier it is to get things done. We’re confident you’ll find it just as impactful.  

Adopting the new HR experience unlocks access to advanced features including enhanced analytics and AI tools. Plus further functionality as it becomes available including a new mobile experience.


How do I enable the new experience toggle for the new UI?
The new experience toggle is enabled by user role, by activating it on the Details Page in Role Management by a system administrator. Once activated, users in that role will be able to toggle between the old and new UI of Ciphr.


Can I switch back to the old UI after trying the new one?
Yes, as long as the new experience toggle is enabled you’ll be able to toggle between the old and new interface versions. This allows you to continue using the old interface if you're not yet fully comfortable with the new one.


When I enable the new experience toggle will users see the new interface by default?
No. When the new experience toggle is enabled, users will initially see the old interface. They’ll need to toggle to the new interface manually. Once a user switches to the new interface, the system will remember their selection, and they’ll be directed to the last interface they accessed the next time they sign in.


Can I force users to only use the new interface?

Yes we're aware that many customers are eager to fully embrace the new interface as soon as it becomes available. If that’s the case for you, and you want your users to only use the new experience, it’s a straightforward change you can make in your system configuration settings. It makes onboarding new employees so much easier with the in-app guidance that takes them through the basics.

The system configuration setting ‘Disable Old UI’ will remove the new experience toggle if enabled.

 

How long will the old interface remain available?
The old interface will remain available for plenty of time while you plan the roll out to your employees. As a minimum, it will still be available until the end of 2025, giving you sufficient time to plan and manage the transition - we won’t be retiring the old interface while a significant proportion of our customers are still using it.

 

In-app guidance

Will users see all support and guidance?
No. Users will see guides relevant to their user role; however, the General Library has a wide range of guides and users may experience an ‘access denied’ message if trying to view a guide for an area of the system they don’t have access to.


Will different users (employee, manager, HR) see different content?
Yes. The support content varies by user role. For example, a manager will have access to guidance related to viewing subordinate records, while an employee won’t.


Will Academy content be available in the in-app guidance?
Quick links to Academy are included in HR user topics for further learning.

 

What if the in-app guidance is not showing?
If you find that in-app guidance is not displaying properly then you may need to add some extra entries to the Allow-list. Click here for further guidance.

 

HR security

Do I need to make any changes to security in HR?
Yes your HR user role configuration will remain exactly as it is configured today in the old interface, but you will need to grant access to some new pages and give yourself access to the new experience toggle (guidance will be provided at the appropriate time on how to do this or you can view it here: New HR experience post-update actions). You will also need to determine who will have admin access to the Sign-In area.

 

URL

Is our URL changing?
Yes, with this release, we’re introducing a new URL. However, there is no immediate action for you to take. A redirect will be in place when your system is updated, ensuring you and your users can easily access Ciphr from your old URL. While the old URL will be retired eventually, there are no immediate plans to do so.


We do recommend that you:

  • Communicate changes: inform all users of the new URL
  • Update bookmarks: ensure that any bookmarks or saved links are updated to the new URL
  • Update documentation: if you have any internal documentation or guides that reference the old URL, make sure to update them
  • Intranet: if you have a company intranet or SharePoint where the URL is accessed by users, make sure to update them
Note: These are not requirements at this stage and purely recommendations.

 

Will the change in URL affect our integrations or API?
No, the change in URL will not affect integrations or the API, as there is a redirect in place to ensure seamless connectivity.

 

Further information

My question is not covered here, where can I get more help?

Please review the detailed guidance is available to walk you through the process step by step and answer most questions:

If you still have questions, sign-up to one of our 60-minute Ask the Expert sessions where we will run through the required tasks and be on hand to answer any questions you may have. Click here to book.

You can also visit the Customer Care Hub and raise a support request if you still have outstanding queries:

Go to https://customercare.ciphr.com/hc/en-gb and sign in

  • Click Submit a Request
  • Select I’d like to contact Customer Care from the dropdown menu
  • Complete your details and select Ciphr HR as the Product
  • Select the relevant Ciphr HR Product Category (likely to be):
    • Branding
    • Login
    • Single Sign-On
    • Two Factor Authentication
  • Provide as much detail as possible of what you’d like help with

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