Teamworks at Home Support

Common support topics:

  1. Username and password support by employee status
  2. Username and password support by application or tool
  3. Okta Authentication FAQs
  4. Common Strong Authentication issues
  5. Strong Authentication FAQs
  6. Browser support

Username and password support by employee status

Employee/Non-Employee status Teamworks at Home username and password Additional information
Active employee Your Wells Fargo email address and AD-ENT/LAN password

To locate or reset your AD-ENT/LAN password, contact Teamworks at Home Support line at 1-877-869-7964 options 3, 1, 3.

For detailed instructions about Okta Authentication, see Okta Authentication FAQs.

Leave of Absence Your Wells Fargo employee ID and employee ID password To locate or reset your employee ID or password, or to receive a one-time Strong Authentication password, contact the Teamworks at Home Strong Authentication Support line at 1-877-869-7964 options 1, 1, 2.
Acquired employee: Before the effective date of your Wells Fargo pay and benefits Your Wells Fargo employee ID and  employee ID password

To obtain your Wells Fargo employee ID, set up or reset your Wells Fargo employee ID password, or receive a one-time Strong Authentication password, contact the Teamworks at Home Strong Authentication Support line at 1-877-869-7964, options 2, 1.

Note: You must contact the Teamworks at Home Strong Authentication Support line to receive a one-time password every time you sign on to an HR Online tool before the effective date of your pay and benefits with Wells Fargo.

Subsidiary employee Wells Fargo employee ID and Wells Fargo employee ID password To obtain your Wells Fargo employee ID number, set up or reset your Wells Fargo employee ID number password, or receive a one-time Strong Authentication password, contact the Teamworks at Home Strong Authentication Support line at 1-877-869-7964, options 1, 1, 2.
Former employee Not applicable You don’t need a username or password to access public portions of the site, retirement and stock plans, or BenefitConnect and the COBRA Service Center.

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Username and password support by application or tool

Application or tool Username and password
  • Time Tracker
  • Personal Information
  • Pay Voucher
  • Direct Deposit
  • W-2
  • W-4
  • Your Benefits
  • Jobs
  • Concur Expense
  • Concur Travel

Active employees:
Use your Wells Fargo email and AD-ENT password.
To sign on to these tools, you must first authenticate through Okta. For instructions, see Okta Authentication FAQs.

Employees on Leave of Absence, part of an acquired company or a subsidiary, or displaced:
Use your Wells Fargo employee ID and employee ID password.
To sign on to these tools, you must first authenticate through Teamworks at Home Strong Authentication. For instructions, see Strong Authentication FAQs.

  • Wells Fargo & Company 401(k) Plan
Active employees:
Sign on using your AD-ENT/LAN ID and password.
  • Stock Purchase Plan
  • PartnerShares
  • Long-Term Incentive Compensation Plan
  • Personalized resources, referrals, and discount services (LifeCare and LifeMart)
  • Backup Child Care (Bright Horizons)
  • Team Member Financial Center (Identity Theft Protection)
  • Wells Fargo & Company Cash Balance Plan
Follow the application login instructions.
  • Anthem BCBS
  • Aetna
  • UnitedHealthcare
  • Prescription drugs (Express Scripts)
  • Rally®, powered by Optum® (health and wellness activities)
  • Health Savings Account (Optum Bank)
  • Kaiser medical plans
  • Flexible spending accounts (HealthEquity/WageWorks)
  • Dental (Delta Dental)
  • Vision (Vision Service Plan)
Follow the application login instructions.

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Okta Authentication FAQs

Question Answer
What is Okta?

Okta is a new authentication tool that allows you to securely sign on to your HR Online tools from outside the Wells Fargo network.

Why do I have to use Okta to access HR Online tools?

To protect sensitive information outside the Wells Fargo network, an additional level of security — known as multifactor authentication (MFA) — is necessary to sign on to certain tools. Okta Verify is a mobile app that uses MFA to require a second set of credentials that verify your identity.

How do I get Okta Verify?

Download and install the Okta Verify mobile app to your personal device from your app store:

  • iOS (iPhone, iPad): Apple App Store 
  • Android: Google Play Store
How do I set up Okta Authentication?

After you’ve installed Okta Verify to your device:

  1. Confirm your identity. In the app, verify your identity with either a push notification or a one-time code.
  2. Set up authentication through Teamworks at Home. In a browser on your laptop or other device, click the tool link on the Teamworks at Home Authentication page, and under Okta Verify click Setup. Sign on using your Wells Fargo AD-ENT/LAN credentials.
  3. Designate your device type. Choose your device type (iPhone or Android), and a QR code will appear on the screen.
  4. Enroll your mobile device. Launch Okta Verify on your mobile device and scan the QR code on the other screen. Tap Send Push to receive a notification, or you can choose to enter a code to finish the enrollment process.

For detailed setup instructions, see the Okta Verify User Guide.

If you still need help setting up Okta Verify, contact Teamworks at Home Support line at 1-877-869-7964 options 3, 1, 3.

What is my Okta username?

Your Okta username is your Wells Fargo email address.

I’ve already enrolled in Okta but I’m receiving an error message when I try to sign in — what do I do?

Make sure you are using your Wells Fargo email address and your AD-ENT/LAN password.

If you still can’t authenticate, contact Teamworks at Home Support line at 1-877-869-7964 options 3, 1, 3.

I’ve been locked out trying to sign in through Okta — what do I do?

If you entered an incorrect password three times and you’re locked out, wait 30 minutes and try again. You can also reset your password by clicking Forgot Password.

If you’re still unable to sign in, contact Teamworks at Home Support line at 1-877-869-7964 options 3, 1, 3.

What if I don’t have a smart phone — can I still authenticate using Okta?

If you’re an active employee and you don’t have an iPhone or Android smart phone, you’ll use Strong Authentication — for assistance enrolling, call the Teamworks at Home Strong Authentication Support line at 1-877-869-7964 options 3, 1.

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Common Strong Authentication issues

Issues Solution
The employee ID entered is invalid.

If you don’t know your employee ID, locate it on Teamworks (at work) from the Wells Fargo network: Under How Do I?, select Look Up My Employee ID from the drop-down menu and follow the instructions.

If you’re still receiving an error message, confirm that your browser settings are configured to allow the use of cookies. For more information, see Browser Support.

Error message:

Your personal cell is not on file so we are unable to complete the enrollment.

To enroll in Strong Authentication, you’ll need a one-time password to be sent by text. Add your personal cell phone number to your personal information profile.

From the Teamworks home page when logged on through the Wells Fargo network, under How Do I? select Update My ePersonal Information from the drop-down menu.

Note: Wait at least 24 hours after you’ve added your personal cell number for the system to process the change before you attempt to sign on to HR Online tools again.

Error message:

No information found.

Update your personal information to include both your personal cell phone number and personal email address. Then follow the enrollment process for Teamworks at Home Strong Authentication.

Note: Wait at least 24 hours after you’ve updated your personal information before you attempt again to enroll in Strong Authentication and sign on to HR Online tools.

I updated my personal information, but I still can’t sign in. Wait at least 24 hours after you update your personal information before you attempt to sign on to HR Online tools again.

Error message:

One-time password entered is incorrect.

The one-time password you receive is valid for 10 minutes from the time it’s issued. If the password expires, you’ll need to request another one by repeating the Teamworks at Home Strong Authentication process.

Note: Type in the one-time password manually — do not use copy and paste.

Error message:

Your account is locked.

If you enter an incorrect password three times, your account will be locked. To unlock your account, call the Teamworks at Home Strong Authentication Support line 1‐877‐869‐7964.
I see an incorrect personal image after enrolling in Strong Authentication. Cancel and try to sign in again. If the wrong image continues to appear, contact the Teamworks at Home Strong Authentication Support line: 1-877-869-7964.

Error message:

We are unable to send text messages currently. Please try again later.

The network is unavailable — wait a few minutes and try again.

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Strong Authentication FAQs

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

You need to enroll the device you are using to access HR Online tools through Teamworks at Home Strong Authentication.

Before you enroll, complete the following actions on Teamworks (at work) from the Wells Fargo network:

  • Be sure you have your Employee ID — if not, under How Do I?, select Look Up My Employee ID.
  • Establish a password for your employee ID — Under How Do I?, select Reset My Password, then sign on and select Change Passwords, then Teamworks at Home — Employee ID.
  • If your personal cell phone number isn’t registered with Wells Fargo, under How Do I?, select Update my personal information and follow the instructions.
Do I need to enroll in Strong Authentication to access all Teamworks at Home applications?

No, only HR Online 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.

I previously enrolled in and registered my device using Teamworks at Home Strong Authentication, but I keep receiving a prompt to request a one-time password. Why is this happening?

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 or browsers, you need to re-enroll in Teamworks at Home Strong Authentication for each one.

Where can I find my employee ID?

When logged into the Wells Fargo network, access How Do I? on Teamworks (at work) and select Look Up My Employee ID from the drop-down menu.

How do I locate and reset my employee ID password? You can obtain a temporary employee ID password using the Automated Password Service via the Express Line at 1-877-4MY-PSWD (1-877-469-7793). After authentication, select options 2, 3, 4.
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’ll need to enter a one-time password, which you’ll receive by text message to a personal cell phone.
How do I add to or edit my personal information?

When logged into the Wells Fargo network, access "How Do I?" on Teamworks (at work) and select Update my personal information from the drop-down menu.

Note: Allow 24 hours once your personal information has been updated before attempting to sign on to Teamworks at Home.

What if I don't have a personal cell phone number? If you don’t have a personal cell phone, you’ll need assistance completing the enrollment process. Call Teamworks at Home Strong Authentication Support at 1-877-869-7964 options 3, 1.
What if my cell phone does not accept text messages? You’ll need assistance completing the enrollment process. Call the Teamworks at Home Strong Authentication Support line at 1-877-869-7964 options 3, 1.
Why do I need a personal email address on file with the company? Having a personal email address on file adds an additional option after your initial enrollment to receive a one-time password. This may help you avoid delays in accessing HR Online tools through Teamworks at Home. To update your personal information, go to "How Do I?" on Teamworks (at work) when logged into the Wells Fargo network and select Update my personal information from the drop-down menu.
How long will my personal cell phone number or personal email address appear on my personal information profile? Your personal cell phone number and personal email address will appear on your personal information profile until you change or delete that information. Your personal cell phone number and personal email address will not be viewable to other employees using Team Member Look-Up.
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’s issued. If your password expires, you’ll need to request another one.
Other than receiving a one-time password for Teamworks at Home Strong Authentication, are there other ways my personal cell phone number or email address may be used? Wells Fargo may use your personal cell phone number or personal email address to contact you for specific business purposes, such as to check on your wellbeing during a natural disaster or other emergency.
How do I change my personal image? Once established, this image cannot be changed.
I forgot my Teamworks at Home Strong Authentication password. On the Teamworks at Home Strong Authentication sign-in screen, click Forgot Password and you’ll be prompted to reset your password.

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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 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)

You can resolve many common browser problems (such as general errors or 404 error pages) by:

  1. Disabling pop-up blockers.
  2. Removing Teamworks at Home from your Favorites or bookmarks.
  3. Clearing your internet browser cookies, history, and cache — see below for instructions.
  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. Once you’ve completed the steps below, close your browser again and start a new session before attempting to sign back on to Teamworks at Home applications.

Browser Steps to clear cache
Internet Explorer versions
11
9.X
8.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.
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.
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.
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.
Safari
  1. Select History.
  2. Select Clear History.
  3. Click Clear to close the dialog box.
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.

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 for Wells-Fargo issued equipment.

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