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Pulse Mobile App: Incorrect Email Showing at Login
Last updated: Nov 09, 2026
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Pulse (powered by Workvivo) may occasionally display an incorrect or previously used email address when a user attempts to log in.

 

This commonly occurs when the app, device, saved password manager, or mobile browser retains a previously used email address or login session.

 

Follow the troubleshooting steps below to remove the saved email address and ensure you can log in using your correct company email address.

 

Note: Throughout this article, "company email address" refers to the email address provided by The Agency. Email domains may vary depending on your office or organisation.

 

Pulse Portal: https://theagencyre.workvivo.us/

Step 1: Remove Saved Login Credentials

The incorrect email address may be stored in your device's password manager. Follow the relevant instructions below to check and update your saved credentials.

iPhone (iOS) Users

  1. Open your device's Settings.
  2. Scroll down and tap Passwords.
  3. Authenticate using Face ID, Touch ID, or your device passcode.
  4. Use the search bar to search for theagencyre.workvivo.us.
  5. Select the saved entry.
  6. Either delete the saved password or edit the email address to reflect your correct company email address.

Android Users

  1. Open your device's Settings.
  2. Scroll down and select Google (or Passwords & Accounts / General Management, depending on your device).
  3. Select Google Password Manager.
  4. Search for theagencyre.workvivo.us.
  5. Select the saved entry and verify your identity if prompted.
  6. Choose Delete to remove the saved credentials or Edit to update the email address.

Step 2: Clear Your Mobile Browser Cache

If updating or removing the saved login credentials does not resolve the issue, the incorrect email address may be stored in your default mobile browser.

Pulse may use your device's default browser to authenticate your login.

iPhone (Safari) Users

  1. Open your device's Settings.
  2. Scroll down and select Safari.
  3. Select Clear History and Website Data.
  4. Confirm the action.

Android (Google Chrome) Users

  1. Open Google Chrome.
  2. Tap the three-dot menu and select Settings.
  3. Navigate to Privacy and Security.
  4. Select Delete Browsing Data.
  5. Clear cookies, site data, and cached images and files.

Note: Clearing browsing data may sign you out of other websites and remove saved website preferences.

Step 3: Log Out of Existing Sessions (Google Single Sign-On – SSO)

The Agency uses Google Workspace for Single Sign-On (SSO) across many of its applications.

An existing Google login session may cause the incorrect or personal email address to automatically populate when attempting to access Pulse.

 

To resolve this:

  1. Open Safari or Chrome on your mobile device.
  2. Navigate to the Pulse portal: https://theagencyre.workvivo.us/.
  3. Log out of any existing Pulse sessions.
  4. If prompted to sign in through Google, check that you are using your correct company Google account.
  5. If you are signed into a personal Google account, sign out or switch to your company Google account.
  6. Close the browser completely.
  7. Reopen the Pulse app and attempt to log in using your company email address.

Step 4: Uninstall and Reinstall the Pulse App

If the incorrect email address continues to appear, the information may be cached within the application.

Follow these steps to reset the app:

 

  1. Uninstall the Pulse app from your mobile device.
  2. Restart your phone.
  3. Reinstall the Pulse app from the Apple App Store or Google Play Store.
  4. Open the app.
  5. When prompted, enter your correct company email address.

Step 5: Verify Your Pulse Account Through a Web Browser

If the personal or incorrect email address still automatically populates after reinstalling the app, try accessing Pulse through a web browser first.

 

  1. Open Safari or Chrome.
  2. Navigate to https://theagencyre.workvivo.us/.
  3. Attempt to log in using your company email address.
  4. If prompted, select your company Google Workspace account.
  5. Confirm that you can successfully access your Pulse account.
  6. Once confirmed, return to the mobile app and try logging in again.

This helps establish whether the issue is related to the mobile application or the user's Pulse account.

Still Experiencing Issues?

If the incorrect email address continues to appear after completing all the troubleshooting steps, please contact the IT Support Team for further assistance.

To help us investigate, please provide the following information:

 

  • Device Type: iPhone (iOS) or Android.
  • App Version: The version of the Pulse app currently installed.
  • Screenshot: A screenshot of the login screen showing the incorrect email address.
  • Troubleshooting Completed: Confirm which steps you have already attempted.

 

Our support team will review the information provided and investigate further.

Important Reminder: Always use your company email address when accessing Pulse. If an incorrect or personal email address automatically appears, do not continue signing in with that address. Follow the troubleshooting steps above to clear the saved login information and ensure you are using the correct company account.

 

 

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