Having trouble accessing Teamworks at Home?

Wells Fargo applications and tools are most compatible with Internet Explorer 11. To download Internet Explorer, please visit the Microsoft website (microsoft.com) for assistance and download instructions.

Common support topics:
1. Strong Authentication password support and Frequently Asked Questions
2. Username and password support by team member status
3. Username support by application
4. Browser support

Strong Authentication password support and Frequently Asked Questions

Question Answer
Do I need to enroll in Strong Authentication to access all Teamworks at Home applications?

No. Only the HR tools (Time Tracker, Personal Information, Pay Voucher, Direct Deposit, W-2, W-4, Your Benefits and Jobs) require enrollment through Teamworks at Home Strong Authentication.

This is my first time accessing Teamworks at Home Strong Authentication. What do I need to do?

You need to enroll the device(s) you use to access online HR Tools through Teamworks at Home in the Strong Authentication process. Follow the on-screen prompts to complete the enrollment.

Before you enroll, you may need to take the following actions from "How Do I?" from Teamworks (at work):

  • Make sure that you know your Employee ID by selecting Look up my employee ID.
  • Establish a password for your Employee ID by selecting Reset my password — after you log in, select Change passwords, then Teamworks at Home — Employee ID.
  • If you don't have a personal cell phone number registered with Wells Fargo, update your personal information with a personal cell phone number by selecting Update my personal information.
Why do I need a personal cell phone number on file with the company?

The Teamworks at Home Strong Authentication process helps secure your personal information. To enroll in Strong Authentication, you will need to enter a one-time password, which you will receive by text message. To update your personal information, go to "How Do I?" on Teamworks (at work) and select Update my personal information from the drop-down menu.

Why do I need an email address on file with the company?

Having a personal email on file will add an additional option to receive a onetime password after you register. This may help you avoid delays in your ability to access the HR Online Tools through Teamworks at Home after enrollment. To update your personal information, go to "How Do I?" on Teamworks (at work) and select Update my personal information from the drop-down menu.

How long will my personal cell or personal email appear on my Personal Information profile? Your personal email and personal cell will be retained on your personal information profile until you change or delete that information. NOTE: Personal email and personal cell will need to be on your personal information profile to receive a one-time password to register a device or to reset/change your password as part of the Teamworks at Home Strong Authentication process. Your personal cell and personal email will not be viewable by team member look up.
Other than receiving a One Time Password for TWAH SA, are there other ways my personal cell number or email address may be used? Wells Fargo may use your personal cell phone number or email address to contact you for specific business purposes, such as to check on your well-being during a natural disaster or other emergency.
What if I don't have a personal cell phone number?

You will need assistance completing the enrollment process. Contact the Teamworks at Home Strong Authentication Support line:  1-877-869-7964

What if I don't receive text messages on my personal cell phone?

You will need assistance completing the enrollment process. Contact the Teamworks at Home Strong Authentication Support line:  1-877-869-7964

How do I add/edit my personal information? When you are at work, access "How Do I?" on Teamworks and select Update my personal information from the drop-down menu.
NOTE: Allow 24 hours for updates to take effect.
Where can I find my Employee ID?

To find your employee ID, access "How Do I?" from Teamworks (at work) and select Look up my employee ID from the drop-down menu

How do I get a Employee ID password?

When you are at work, access "How Do I?" on Teamworks and select Reset my password from the drop-down menu. If you do not have access to the network you can call the Password Express Line: 1-877-4MY-PSWD (1-877-469-7793).

I forgot my Employee ID password.

When you are at work, access "How Do I?" on Teamworks and select Reset my password from the drop-down menu. If you do not have access to the network you can call the Password Express Line: 1-877-4MY-PSWD (1-877-469-7793).

The Employee ID field isn't accepting my Employee ID.

The Employee ID entered is invalid. To find your employee ID, access "How Do I?" from Teamworks (at work) and select Look up my Employee ID from the drop-down menu.

I received the error message "Your personal cell is not on file so we are unable to complete the enrollment."

Update your personal information to include your personal cell number and personal email address. Then follow the enrollment process for Teamworks at Home Strong Authentication.
NOTE: It takes up to 24 hours for updates to take effect in the system.

I received the message "No information found."

Update your personal information to include your personal cell number and personal email address. Then follow the enrollment process for Teamworks at Home Strong Authentication.
NOTE: It takes up to 24 hours for updates to take effect in the system.

My personal cell or personal email shown is incorrect while I'm trying to enroll in Strong Authentication.

Log on to Personal Information and validate your personal cell phone number and personal email are correct. Allow 24 hours for updates to take effect, then follow the enrollment process for Teamworks at Home Strong Authentication.

I updated my personal information however I did not receive my one-time password.

Sign on to Personal Information and validate your personal cell and personal email are correct. Allow 24 hours for updates to take effect. Follow the Teamworks at Home Strong Authentication enrollment process to request a one-time password.

Once I receive a one-time Password, how long do I have before using it for the first time?

Your one-time Password is valid for 10 minutes from the time it is issued. If your one-time password expires, you will need to request another one.

I received the message "One-Time Password entered is incorrect." Re-enter the one-time password.
NOTE: Do not use 'copy and paste' to enter your one-time password.
If you continue to encounter issues, request a new one time password.
NOTE: One-time passwords are valid for 10 minutes. Any previously requested one-time passwords are no longer valid.
I previously enrolled/registered my device in the Strong Authentication process but keep receiving a prompt to request a one-time password. Why does this happen? Teamworks at Home Strong Authentication does not recognize your device. This may be a result of clearing the cache on your device or using multiple browsers on the same device. If you use multiple devices and/or browsers, you need to enroll each device and each browser in the Teamworks at Home Strong Authentication process.
I received the message "Your account is locked." What do I do to unlock it?

To unlock your account, you will need to call the Teamworks at Home support line 1‐877‐869‐7964.

I see an incorrect personal image after I've enrolled in Strong Authentication.

Cancel and try again. If the wrong image continues to appear, contact the Teamworks at Home Strong Authentication Support line: 1-877-869-7964.

How do I change my personal image?

Once established this image cannot be modified.

My personal cell or personal email shown is no longer current.

When you are at work, access "How Do I?" on Teamworks and select Update my personal information from the drop-down menu.
NOTE: Allow 24 hours for updates to take effect.

I forgot my Teamworks at Home Strong Authentication password.

On the Teamworks at Home Strong Authentication page, click the "forgot password" link. A one-time password will be sent to you via text message or email. You will use the one-time password to access the system to change your Strong Authentication password. You will need a personal cell or personal email on file to receive the one-time password.

I've already enrolled, but my device isn't recognized.

Possible reasons for this include:

  • Strong Authentication enrollment is device-specific. While you may register multiple devices (computer, phone, tablet), you need to register each one separately.
  • Your registration for this device has expired and you need to re-enroll it.
  • You are using a new browser or changed browser settings or operating system, affecting the ability to recognize your registered device.
  • Your internet provider changed system settings, affecting the ability to recognize your registered device.

I received the message "We are unable to send a Text messages currently. Please try again later."

Network is unavailable, so please try again later.

I received the message "Access Denied" for Teamworks at Home HR online tools.

You may not use a corporate-issued laptop to access Teamworks at Home HR online tools. If you have a corporate-issued laptop, sign on to the network (using Pulse Secure or other approved remote access tool) and access the tools you need through Teamworks.

Back to Top

Username and password support by team member status

Team Member Status Username and Password Additional information
Note: For help with Time Tracker, Personal Information, Pay Voucher, Direct Deposit, W-2, W-4, Your Benefits and Jobs please read the Strong Authentication Frequently Asked Questions.
Active Use your AD-ENT username and password.

For further support:
1-877-4-MYPSWD (1-877-469-7793), option 3

Inactive or on leave

Use your Employee ID and password.

You will only have limited access to some applications, such as Jobs, Pay Voucher, W-2, W-4, and Personal Information.

For further support:
1-877-4-MYPSWD (1-877-469-7793) and speak to a representative about your Employee ID account specifically used for Teamworks at Home access.

Former Not applicable You may access public portions of the site and link to the Retirement & COBRA Service Center or to the 401(k) inactive tool.
If you work for a company that will be acquired by Wells Fargo and it’s before the effective date of your Wells Fargo pay and benefits:
Acquired Use your Employee ID and password. You will have limited access to some applications, such as 401(k), Benefits Enrollment, W-4, and Direct Deposit.
For further support: Follow the instructions provided during your enrollment meeting or in your enrollment materials.

Back to Top

Username support by Application

Refer to the following table for which username to use with each application.

Application User Name
  • Time Tracker
  • Personal Information
  • Pay Voucher
  • Direct Deposit
  • W-2
  • W-4
  • Your Benefits
  • Jobs
Employee ID
  • Wells Fargo & Company 401(k) Plan
  • Wells Fargo & Company Cash Balance Plan
  • My Concur
  • HRG Travel (Concur)
AD-ENT (LAN ID)
     or
Employee ID
NOTE: This password may not be the same as your Strong Authentication password.
  • Stock Purchase Plan
  • PartnerShares
  • Long-Term Incentive Compensation Plan
  • Personalized resources, referrals, and discount services (LifeCare and LifeMart)
  • Backup Child Care (Bright Horizons)
Follow the application login instructions
  • Anthem BCBS
  • HealthPartners
  • UnitedHealthcare
  • Prescription drugs (CVS Caremark)
  • Rally®, powered by Optum® (health and wellness activities)
  • Health Savings Account (Optum Bank)
  • Kaiser medical plans
  • Flexible spending accounts (WageWorks)
  • Dental (Delta Dental)
  • Vision (Vision Service Plan)
  • Team Member Financial Center (Identity Theft Protection)
These applications may allow you to sign-on using your AD-ENT (LAN ID) before redirecting you to an additional sign-on process

Back to Top

Browser support

Wells Fargo applications and tools are most compatible with Internet Explorer 11.

Other browsers — such as Firefox, Google Chrome, Safari, Microsoft Edge or earlier versions of Internet Explorer — might allow access to portions of Teamworks at Home tools but might not provide an optimal experience.

Supported browsers/versions for PeopleSoft applications:

Compatible Browsers
Firefox 2 Releases (38, 42)
Google Chrome 1 Release (43)
Internet Explorer 1 Release (11)
Microsoft Edge 1 Release (25.10586)
Safari for OS X 2 Releases (8, 9)
Mobile Services
Safari iOS (iPhone/iPad) 1 Release (8.0.2)
Google Chrome (for Android) 2 Releases (5, 6)

Many common browser problems (such as general errors or 404 error pages) can be resolved by doing the following:

  1. Disabling pop-up blockers.
  2. Removing Teamworks at Home favorite or bookmarked pages.
  3. Clearing the internet browser cookies, history, and cache.
  4. Accessing the site and tools through the About Wells Fargo section of wellsfargo.com or directly at teamworks.wellsfargo.com.

    Clearing internet browser cookies, history, and cache

    Close all browser sessions and open a new browser before completing the steps outlined below. Remember also to close then open a new browser session once the steps are completed and before attempting to sign back on to Teamworks at Home applications.

    To clear your cache on Internet Explorer 11:

    1. Select Tools, then Internet Options.
    2. Under Browsing history, select Delete.
    3. Uncheck the following: Preserve Favorites website data.
    4. Check the following: Temporary Internet Files, Cookies, and History.
    5. Select Delete.
    6. Click OK to close the Internet Options dialog box.
    Note: If you clear the cache on your device, you will need to re-enroll your device in the Teamworks at Home Strong Authentication process.

    To clear your cache on Internet Explorer 8.x, 9.x:

    1. Select Tools, then Internet Options.
    2. Under Browsing history, select Delete.
    3. Uncheck the following: Preserve Favorites website data.
    4. Check the following: Temporary Internet Files, Cookies, and History.
    5. Select Delete.
    6. Click OK to close the Internet Options dialog box.

    To clear your cache on Internet Explorer 7.x:

    1. Select Tools, then Delete Browsing History.
    2. Click Delete files.
    3. Click Delete cookies.
    4. Click Delete history.
    5. Click Close to close the Delete Browsing History dialog box.

    To clear your cache on Internet Explorer 6.x:

    1. Select Tools, then Internet Options.
    2. On the General tab, click Delete Cookies in the Temporary Internet Files section of the Internet Properties dialog box. Select Delete Files. Click Yes.
    3. Select Delete Cookies. Click Yes.
    4. Select Delete History. Click Yes.
    5. Click Close to close the Delete Browsing History dialog box.
    6. Click OK to close the Internet Options dialog box.

    To clear your cache on Firefox:

    1. Select Tools, then Clear Recent History.
    2. For the Time range to clear section, select Everything.
    3. Click the dropdown menu under Details and check Cache.
    4. Click Clear Now.

    To clear your cache on Safari:

    1. Select History.
    2. Select Clear History.
    3. Click Clear to close the dialog box.

    To clear your cache on Google Chrome:

    1. Click the Chrome menu icon on the browser toolbar.
    2. Select Tools.
    3. Select Clear browsing data.
    4. In the dialog box that appears, select the checkboxes for the types of information that you want to remove.
    5. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything.
    6. Click Clear browsing data.

    Because of the unique configurations of home computers and the risks associated with non-Wells Fargo equipment, Wells Fargo can only provide password assistance or similar troubleshooting as described above.

Back to Top