Help Instructions

Need Help?

You're here because something's preventing you from getting access to It happens from time to time. Below, you will find information about issues you may be having.

For the following issues:

  • Forgot password
  • Content issue – broken link, video will not load, etc.
  • Request login help for another user
  • Unauthorized direct deposit
  • Cannot view paycheck
  • Cannot access or edit profile
  • viewing system requirements
Complete this Technical Help form

For the following issues:

  • is down
  • won't load (UPS computers only)
  • My Talent Center Support / UPS University Support
Please contact your local Technical Support Center

For the following you must log into

  • Update personal information/profile
    • Tax deductions (W4)
    • Address
    • Phone
    • Emergency contact
    • Preferred email address
    • Direct deposit
  • Request or print W-2
  • View paycheck Eligibility

  • Access is available to all UPS active and inactive employees in the United States, Canada, Puerto Rico, and retired employees in the UPS Retirement Plan.
  • Access is available to all UPS International active and inactive employees that have received an IGEMS Employee ID.
  • Access is available to active vendor employees that have received CRN ID.
  • Separated employees have access until June of the year following separation.

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The minimum system requirements for are:

A Supported Internet Browser (Desktop):

  • Microsoft® Internet Explorer version 9.0 or higher
  • Microsoft® Edge version 20.1 or higher
  • Chrome version 35 or higher
  • Firefox version 28 or higher
  • Apple Safari for OS X versions 6.x or higher
  • Note: Beta versions of browser software are not supported.

A Supported Internet Browser (Mobile devices):

  • Google Chrome for Android versions 4.4x or higher
  • Apple Safari for iOS versions 7.x or higher
  • Note: Beta versions of browser software are not supported.

Computer and Operating System:

  • An IBM or Apple compatible computer with an Internet connection
  • Windows 7 or newer operating systems for IBM compatible systems
  • Mac OS X or higher Apple compatible systems. The recommended browser is Firefox or Chrome for Mac OS X.

The browsers must support:

  • JavaScript

An e-mail address is required.


Issues with "View Paycheck"

If you notice that the buttons in the Paycheck application are non-responsive, check the following:

  • Your iOS version is below the supported versions noted above. Update to a later version.
  • You are in 'Private' browsing mode. Turn off Private browsing.

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'New User' Registration:

Registration information will be used to validate your identity in the event you forget your password. You must provide this information only once. You may change your Challenge Questions, Password, and E-mail address information at any time at your own discretion.

  • Select your language preference
  • Select the Login button
  • Enter Employee then click Next
  • Enter PIN, then click Sign in
  • If Password is expired, click Change Password Here
  • Create your Challenge Questions and Responses
  • Create a password
  • Review and agree to Terms and Conditions for use of
  • Provide an e-mail address and, if appropriate, an ID for access to UPS applications.
  • The email address for each login must be unique.

When logging into for the first time, you will be prompted to complete registration questions. Upon completion, you will be forwarded directly to the homepage.

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New User ID and PIN

PIN will show here


If a resource has a one (1) byte last name, then GEMS will set a five (5) byte PIN.

Your Personal Identification Number is a one-time password you use during your registration. (Note: PINs are case-sensitive; enter the letters in your PIN in lower-case.)

Please remember that Passwords are case sensitive. The letters in your initial password should be entered in lower-case. Passwords must be 8 characters or longer; at least 1 numeric (0-9); at least 1 upper-case letter (A-Z); at least 1 lower-case letter (a-z); at least one of these special characters (! $ # @ ^ & * , . + = ~). The password you create cannot be the same as your PIN.

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Temporarily Locked Out:

If you are unable to login after 3 attempts, you will be locked out of the system for 15 minutes.

After the 15 minute lock out, you can then login again.

The TSC Help Desk is not able to unlock accounts.

Registered users only: If you cannot remember your password, try the Forgot Your Password link on the log in screen.

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Forgot Your Password:

Registered users only: If you forgot your password, select the Forgot Your Password link on the log-in screen. You will be prompted to select from three options:

  • One-time pin via SMS
  • One-time pin via email
  • Challenge Questions

If you select the one-time pin options, an SMS text will be sent to your mobile phone number on file or an email will be sent to your email address on file with the one-time pin.

If the challenge questions option is selected, be sure to type your answers exactly as you did when you created them, which was during registration or later via Edit My Profile.

If you fail to provide a valid ID and correctly answer your challenge questions by your third attempt, you will be locked out. If that is the case, you will need to submit a Technical Help Form to request your account be unlocked.

If you cannot reset your password using the three options, you will need to submit a Technical Help Form to request a password reset.


  • International (non-U.S.) employees will only have access to one-time pin via email or challenge questions for password resets.
  • The one-time pin options are currently not available for employees of Coyote and Marken, along with contingent workers and Global Development consultants.

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MFA - (Multiple Factor Authentication):

What is MFA? MFA is an effective way to provide enhanced security, where two or more things are needed to log in. An example of this would be a bank ATM card. The card is something a user has and the pin number (a.k.a. password) is something they know. Without both, they cannot get into their bank account.

Why do we need MFA? Traditional usernames and passwords can be stolen, and they’ve become increasingly more vulnerable to malicious attackers trying to steal information.

Different MFA options to choose from

Call to phone

An automated voice call is made by the system. The user answers the call and presses # in the phone keypad to complete the login process.

Text message to phone

The system sends a text message that contains a verification code. The user is prompted to enter the verification code into the sign-in prompt.

Learn how to set-up a mobile device to receive a phone call or text.

Microsoft Authenticator app

A push notification is sent to the user’s phone or registered device. The user views the notification and selects Verify or receives a verification code that is entered into the sign-in prompt. The Microsoft Authenticator app is available for Android (Google Play) and iPhone (Apple Store) phones.

Watch this informative video to learn how to set-up the Microsoft Authenticator app.

After watching the video above, use this link to learn more about setting-up the Microsoft Authenticator app.

Users can change their MFA settings from the Microsoft My Profile page by selecting Additional Security Verification. It is strongly recommend that you add a secondary phone number to help prevent being locked out of your account if your primary phone is lost or stolen, or if you get a new phone and no longer have your original, primary phone number.

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Help Instructions 1412
Last Updated: 08/10/2020 10:00 PM