Teamworks at Home Support

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

Username and password support by team member status

Team Member Status Teamworks at Home Username and Password Additional information
Active Use your Employee ID and AD-ENT/LAN password For further support locating or resetting your AD-ENT/LAN password or to receive a one-time Strong Authentication password, contact the Teamworks at Home Strong Authentication Support line at 1-877-869-7964 option 3, 1, 3.
Leave of Absence or Inactive Use your Employee ID and Employee ID password For further support locating or resetting your Employee ID password or to receive a one-time Strong Authentication password, contact the Teamworks at Home Strong Authentication Support line at 1-877-869-7964 option 1, 1, 2.
Acquired: Before the effective date of your Wells Fargo pay and benefits Use your Wells Fargo Employee ID and Wells Fargo Employee ID password For further support obtaining your Wells Fargo Employee ID, resetting your Wells Fargo Employee ID password, or receiving a one-time Strong Authentication password, contact the Teamworks at Home Strong Authentication Support line at 1-877-869-7964, option 2, 1.

Note: As an acquired team member, you must contact the Teamworks at Home Strong Authentication Support line each time Teamworks at Home Strong Authentication requests a one-time password prior to your start date with Wells Fargo.
Subsidiary Use your Wells Fargo Employee ID and Wells Fargo Employee ID password For further support obtaining your Wells Fargo employee ID number, resetting your Wells Fargo employee ID number password, or receiving a one-time Strong Authentication password, contact the Teamworks at Home Strong Authentication Support line at 1-877-869-7964, option 1, 1, 2.
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.

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Username and password support by application or tool

Refer to the following table to see which username to use with each application or tool.

Application or tool Username and password
  • Time Tracker
  • Personal Information
  • Pay Voucher
  • Direct Deposit
  • W-2
  • W-4
  • Your Benefits
  • Jobs
You’ll be directed to the tool once you sign on to Teamworks at Home Strong Authentication. Individual sign-on to these tools is not required.
  • Wells Fargo & Company 401(k) Plan
  • Wells Fargo & Company Cash Balance Plan
  • My Concur
  • HRG Travel (Concur)
Sign on using your Employee ID number and Employee ID number password.

NOTE: You’ll be asked to create a permanent Employee ID password after signing into the application the first time.
  • 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)
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)
These applications may allow you to sign on using your AD-ENT (LAN ID) before redirecting you to an additional sign-on process

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Common Strong Authentication error messages

Error Solution
The Employee ID field isn't accepting my Employee ID or I’m receiving the error message:

“The Employee ID entered is invalid.”
From work, access "How Do I?" on Teamworks and select Look up my employee ID from the drop-down menu.

You may also need to confirm that your browsers settings are configured to allow the use of cookies. See the steps below under the Browser Support section for additional assistance.
"Your personal cell is not on file so we are unable to complete the enrollment." You’ll need to add a personal cell phone number to your personal information profile in order to receive a one-time password by text message and enroll in Strong Authentication.

If you don’t, you’ll need assistance completing the enrollment process. Call the Teamworks at Home Strong Authentication Support line at 1-877-869-7964.

To update your personal information profile, 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 HR online tools on Teamworks at Home.
"No information found." Update your personal information to include your personal cell phone number and personal email address. Then follow the enrollment process for Teamworks at Home Strong Authentication.

Note: Allow 24 hours once your personal information has been updated before attempting to sign on to HR online tools on Teamworks at Home.
I updated my personal information but did not receive a one-time password. It takes 24 hours from the time your personal information is updated before you can use it to receive your one-time password.

Note: Your personal cell phone number must be added using phone type “Personal Cell.”
When using the one-time password received on my personal cell phone, I received the 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 your one-time password expires, you’ll need to request another one by repeating the Teamworks at Home Strong Authentication process.

Note: Do not use copy and paste to enter your one-time password.
"Your account is 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 again. If the wrong image continues to appear, contact the Teamworks at Home Strong Authentication Support line: 1-877-869-7964.
"We are unable to send text messages currently. Please try again later." The network is unavailable, please try again later.

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Strong Authentication Frequently Asked Questions

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(s) you are using to access HR online tools through Teamworks at Home Strong Authentication. Follow the on-screen prompts to complete enrollment.

Before you enroll, complete the following actions on Teamworks (at work) under “How Do I?”:

  • 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.

    Note: Your personal cell phone number must be added using phone type “Personal Cell.”
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 and registered my device using Teamworks at Home Strong Authentication, but I 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 or browsers, you need to re-enroll in Teamworks at Home Strong Authentication.

Where can I find my Employee ID?

From work, access "How Do I?" on Teamworks 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 option 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.
How do I add to or edit my personal information?

From work, access "How Do I?" on Teamworks 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 into Teamworks at Home.

What if I don't have a personal cell phone number? If you don’t have a personal cell phone number entered in your personal information profile, you’ll need assistance completing the enrollment process. Call the Teamworks at Home Strong Authentication Support line at 1-877-869-7964.
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.
Why do I need a personal email address on file with the company? Having a personal email 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) 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 be retained 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 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 well-being 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 password screen, click the "forgot password" link. 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)

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 your 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. 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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