If you are unable to sign in to BrightPay Cloud or open your payroll files, please work through the following checks.

1. Check the BrightPay status page

First, confirm whether there is a known issue affecting the service:

• Visit the BrightPay status page:
  https://status.brightsg.com

If there is an ongoing outage or service disruption, this page will provide details and updates. If an incident is reported, you may need to wait until it is resolved before accessing your payroll files.

2. Try a different browser or clear your browser cache

If no outage is reported, the issue may be related to your browser.

• Try accessing BrightPay Cloud using a different browser (e.g. Chrome, Edge, Firefox).
• Alternatively, clear your existing browser’s cache and cookies, then close and reopen the browser before trying again.

Browser caching issues can sometimes prevent pages from loading or signing in correctly.

3. Verify your login details and subscription

Ensure that:

• You are entering the correct email address (the one registered to your BrightPay account).
• You are using the correct password. If needed, use the “Forgot password” option on the sign-in page to reset it.
• Your BrightPay subscription is active. If your subscription has lapsed, you may not be able to access certain online services.

If you manage multiple accounts or email addresses, double-check you are using the correct one for BrightPay.

4. Check Two-Factor Authentication (2FA), if enabled

If you have Two-Factor Authentication (2FA) enabled on your account, confirm that:

• You are receiving the verification code (via your chosen method, e.g. app, SMS, email).
• You are entering the code exactly as shown and before it expires.
• Your device’s time and date settings are correct, as this can affect time-based codes.

If you are unable to receive 2FA codes, try an alternative 2FA method (if set up), or contact BrightPay Support for assistance with regaining access.

5. Contact BrightPay Support for urgent payroll deadlines

If you have tried the above steps and still cannot access BrightPay Cloud or your payroll files, and you have an urgent payroll deadline, please contact BrightPay Support by phone for priority assistance.

Phone support will help ensure that any access issue is dealt with as quickly as possible so that you can process payroll on time.