Toku Login Troubleshooting Guide

Applies to: Logging in to the Toku HRIS / Payroll platform Audience: Clients, Employees, and Customer Support

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Login Troubleshooting Steps

If you can't log in, try these steps in order. Most issues are fixed by Steps 1-4.

Step 1: Use the correct web address

• Always log in at tga.app.toku.com
• Bookmark this exact link and use it every time.
• Don't use app.toku.com, old email links, or search results - these can cause a login loop.

🎬

• Step 1: Navigating to the correct login URL*

Step 2: Use the correct login tab

• Choose the tab that matches what you use Toku for: Employment, Token Grants, or Stablecoin Payroll.
• For HR / payroll / payslips / invoices, use Employment. If unsure, start there.

🎬 Step 2: Choosing the correct login tab

Step 3: Use the correct email

• Use the exact email Toku invited you with (check your original invitation email if unsure).
• Watch for typos, extra spaces, or mixing up personal vs. work email.

Step 4: Enter your password and 2FA code

• Enter your password carefully, plus the current code from your authenticator app if prompted.
• Forgot your password? Use "Forgot password?" on the login screen.

Step 5: Still stuck? Do a clean reset

This fixes most "stuck loading," "old screen," or "invoices won't open" issues.

Option A - Incognito/private window (quickest)

1. Open a private window: Ctrl+Shift+N (Windows) or Cmd+Shift+N (Mac/Safari)

2. Go to tga.app.toku.com

3. Log in using Steps 1-4 above Option B - Clear cache & cookies

4. Log out of Toku

5. Clear browser cache and cookies (Chrome/Edge: Settings → Privacy → Clear browsing data; Safari: Settings → Privacy → Manage Website Data → Remove All)

6. Close and reopen the browser

7. Go to tga.app.toku.com and log in again

🎬 Clearing cache & cookies

Option C - One-click reset

1. Go to https://tga.app.toku.com/tokuUserVerify
2. This logs you out and clears saved login info
3. Go back to tga.app.toku.com and log in

Step 6: Still stuck? Contact support

Please include:

• Your full name and login email
• Your company/organization name
• The exact web address you used
• Your browser and device (e.g., Chrome on Windows, Safari on iPhone)
• Which tab you used (Employment / Token Grants / …)
• A screenshot of the screen or error
• Whether you already tried incognito and /tokuUserVerify

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Support Escalation Process - Only for Admins

Goal: resolve common login issues before escalating to Engineering. Only escalate after every checklist item is confirmed and the user still can't log in.

Pre-escalation checklist (run live with the user)

1. Correct URL - confirm https://tga.app.toku.com, not app.toku.com or an old/cached link
2. Correct tab - HRIS/payroll users should use Employment
3. Correct email - matches their Toku invite exactly; check for typos or work/personal mix-up
4. Password / MFA - send password reset if unknown; confirm current MFA code and device time if MFA fails
5. Clean session - try incognito, clear cache/cookies, or /tokuUserVerify, then log in again

Symptom triage

When to escalate to Engineering

Escalate only if all checklist items pass and the user still can't log in, or still lands on the old view after reset.

Include in the escalation:

• Full name + exact login email
• Company/org name
• Exact URL used and which tab
• Browser + OS
• Screenshot of the error/screen
• Date/time of the attempt
• Confirmation that incognito and /tokuUserVerify were already tried

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✅ Quick Do / Don't reference Do: log in at https://tga.app.toku.com · use the Employment tab for HRIS/payroll · use your Toku invite email · try incognito or /reset if stuck Don't: use app.toku.com or old/bookmarked/Google links · keep retrying the same way without clearing your session