Overview
If you're trying to sign in to Encompass and running into a specific error, find it below. For the standard sign-in, account activation, password reset, and account unlock steps, see Understanding OKTA and Accessing Your Account — this article covers what to do when something goes wrong beyond that.
"You are being redirected to the enhanced login experience..."
This means your account needs to complete OKTA activation. Click Resend Activation and follow the instructions in the email that arrives.
Don't see the email? Check your spam, junk, or clutter folder. If it's still not there after a few minutes, contact Support — they can resend it from their end.
"Your email and password combination are invalid"
Double check you're entering your password correctly. If it still doesn't work, use Forgot Password on the sign-in screen to reset it rather than continuing to retry — repeated failed attempts will lock the account.
Not Being Sent to the OKTA Sign-In Screen at All
If you're going straight to an older-style password prompt instead of the OKTA sign-in screen, it usually means your Encompass username doesn't match your OKTA account, or there is more than one Encompass account using the same email address. Contact your Encompass Administrator (Settings > Users) or J. J. Keller Support to have this reconciled.
You Have More Than 1 Login for J. J. Keller Products
If you've ended up with 2 separate OKTA usernames/emails for J. J. Keller products, it's best to consolidate down to 1. Contact Support with the username/email you'd like to keep using going forward, and they'll take care of merging access onto that single login.
You No Longer Have Access to the Email Address on File
Since your Encompass username is your email address, you'll need your Encompass Administrator to update it to a working address (Settings > Users) before you can activate or reset your login. Once that's updated, retry activation.
A Note on Password Resets
Your Encompass Administrator cannot reset your Okta password directly — OKTA manages passwords individually per user. Always use Forgot Password on the sign-in screen instead of asking your admin to reset it.
Connecting to the ELD Mobile App Instead?
If your issue is specifically about logging into the Encompass ELD mobile app on a phone or tablet (not the Encompass website), that has its own guide — see Encompass® ELD Application Login Issues.
Still Stuck?
Contact J. J. Keller Support. Having the following ready will help us resolve it faster:
- The username/email address you're signing in with.
- The exact error message text.
- A screenshot of the error, including the web address (URL) in your browser's address bar.
- Your company/account name.
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