Access Problem?
Let's try to fix the issue.
First, what type of user are you?
Invalid username or password
Repeated failed logins
Most account related issues are resolved using the Password Portal. If you forgot your password or are locked out, use the “forgot password” link on the application sign-in page or use this link: password.gsk.com
If you need to update your profile and add verification methods, use this link: Password Portal - Setup account recovery
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Invalid Application Id
You are using an invalid or expired link to the application. Please review and ensure you have the correct URL and fix any existing bookmarks or links. If you don’t know the application link, contact the application owner or helpdesk for your area.
Remember: Do not bookmark the sign-in page, instead create the bookmark once you reach the site.
MFA or PingID Issues
Your profile has the wrong phone number or email registered? Use the Password Portal to update your information: password.gsk.com
You’ve acquired a new phone or device? Since your previous device is unreachable, you will need to pair the new device and remove the previous device: mfa.gsk.com
No passcode sent? There can be many reasons, but start by switching to an alternate device to authenticate, then go to mfa.gsk.com to review your settings.
Looking for more detailed troubleshooting? PingID Troubleshooting
Need additional help?
Access denied
General application issues
Ensure you have successfully registered your account with the application and have been granted access.
If the steps on this page do not resolve your issue, contact the Help Desk.
Helpful contacts
Vaccines Help
Contact the Vaccines Help Desk for the following issues:
- Authorization issues for applications
- Trouble with a GSK application or training
GSK IT HelpDesk
Contact the GSK IT HelpDesk for the following issues:
- No password recovery details set
To contact the GSK IT HelpDesk call:
- (US): +1-855-267-2371 (option #1)
- (UK): 0800 032 9920 (option #1)
Invalid username or password
Forgot password
Account disabled
Ensure you have successfully registered your account with the application and have been granted access. You may need to ask your GSK contact for assistance.
If you forgot your password or are locked out, you can use the “Forgotten Username/Password” link on the application sign-in page or use this link: Forgot Password
You may need to update your profile and add verification methods. Go to the MFA Portal to update your settings at mfa.gsk.com - we HIGHLY RECOMMEND using the PingID application for verification, to avoid issues with SMS/text message delivery.
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Invalid Application Id
You are using an invalid or expired link to the application. Please review and ensure you have the correct URL and fix any existing bookmarks or links. If you don’t know the application link, ask your GSK contact, or contact the application owner or helpdesk.
Remember: Do not bookmark the sign-in page, instead create the bookmark once you reach the site.
MFA or PingID Issues
New device, phone or email?
Your profile has the wrong phone number or email registered? Use the following link to update your profile: View Profile
New phone? Since your previous device is unreachable, you will need to unpair and remove the previous device, then setup your new phone to use MFA at mfa.gsk.com
No passcode sent? There can be many reasons, but start by switching to an alternate device to authenticate, then go to mfa.gsk.com to review your settings, and make sure you have multiple verification methods setup.
Need additional help?
Access denied
General application issues
Ensure you have successfully registered your account with the application and have been granted access.
If the steps on this page do not resolve your issue, contact the Clinical Support Help Desk via email, or follow the link below.
Helpful contacts
GSK Clinical Support HelpDesk
Contact the GSK Clinical Support HelpDesk for the following issues:
- Authorization issues for specific applications listed here
- Trouble with a GSK application or training
If your application is not listed above, reach out to your GSK contact for assistance.