Arkevia stores pay slips and HR documents for thousands of employees via a secure digital vault. When the connection to MyArkevia fails, the cause is rarely on the server side. The problem most often lies with the browser, the credentials, or a local setting that the user can correct without waiting for support.
Quick Diagnosis: Identify the Source of the Blockage on MyArkevia
Before attempting anything, a sorting step helps avoid unnecessary actions. The blockage on the Arkevia platform almost always falls into one of the following categories.
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| Observed Symptom | Probable Cause | Corrective Action |
|---|---|---|
| Blank page or error 403 | Corrupted browser cache or expired cookies | Clear the cache, delete cookies from the Arkevia domain |
| Password denied despite correct entry | Temporary lock after several attempts | Wait a few minutes, then reset via the associated email |
| Endless loading without error message | Browser extension (ad blocker, built-in VPN) | Disable extensions or test in private browsing |
| Loop redirection | Conflict between multiple open sessions | Close all tabs, restart the browser |
| Connection impossible only on mobile | Outdated mobile browser version | Update the browser or use another one |
This table covers the majority of cases encountered. If the problem persists after these checks, the focus shifts to the credentials themselves or a parameter related to the employer.
To go further in the diagnosis, a detailed guide explains how to resolve a bug or connection issue on Arkevia based on each scenario.
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Lost or Denied Arkevia Credentials: The Procedure That Works
Password reset accounts for a large portion of support requests. The MyArkevia platform sends a reset link to the email address associated with the account. A common trap: the email used is often the work address, not the personal address.
When an employee leaves a company, their work email is deactivated. The reset link then goes into the void. In this case, the only solution is through Arkevia support, providing an ID to prove ownership of the digital vault.
Check Which Email is Associated with the Account
Most users do not know the email linked to their personal space. When the vault is created by the employer, it is often the work address that is entered by default.
- Check old emails received from Arkevia (notifications of pay slip deposits, account creation confirmation) to find the recipient address
- Test the reset with the personal address first, then the work address if no email arrives
- Contact the HR department of the former employer to confirm which address was declared when activating the vault
An employee retains access to their vault even after leaving the company, in accordance with the provisions of the Labor Code on the portability of dematerialized documents. The issue is therefore not a rights blockage, but a technical blockage related to the email.
Arkevia Connection on Mobile: Browser-Specific Pitfalls
Arkevia does not offer a native app downloadable from the App Store or Google Play Store. Mobile access is through a web app, MyArkevia, via the browser. This technical choice has direct consequences on the connection.
The default browsers on some smartphones (Samsung Internet, Huawei Browser) sometimes handle authentication redirections poorly. In contrast, Chrome and Safari handle these flows without difficulty in their recent versions.
Mobile Settings to Check Before Reporting a Bug
A test in private browsing allows for quick isolation of a cache or cookie problem. If the connection works in private browsing but fails in normal mode, the issue comes from the locally stored data.
- Delete site data for the Arkevia domain in the mobile browser settings
- Temporarily disable any VPN or proxy configured on the phone, as these tools modify the IP address and can trigger a security blockage
- Ensure the browser is up to date: an outdated version may prevent the loading of security certificates used by the platform
The data saver mode, enabled by default on some plans, compresses pages and may alter login forms. Disabling it sometimes resolves unexplained blockages.
Security of the Digital Vault and Protection of Personal Data
Arkevia hosts sensitive documents: pay slips, employer certificates, contractual documents. The platform applies data encryption at rest and uses infrastructure certified according to recognized standards for information security management.
The digital vault retains archived documents for several decades with probative value. This retention period far exceeds the usual legal obligations of the employer, giving the employee real autonomy over their archives.
Best Practices to Secure Access to Arkevia
A strong password remains the first barrier. Using a password manager prevents repeated forgetfulness and endless resets. Linking a personal email address to the account upon activation allows for maintaining control even in the event of a change of employer.
Regularly checking notifications for document deposits in the vault also helps detect any unusual activity. If a document appears without corresponding to a known action from the employer, contacting Arkevia support remains the priority action.
Most connection issues on Arkevia can be resolved in less than five minutes with the checks described here. The longest case to handle remains the loss of access to the email associated with the account, which requires support intervention with identity verification. Updating personal contact information in MyArkevia at the first connection avoids this scenario.