Arkevia is a digital safe used by many companies to transmit pay slips and other HR documents to their employees. When the connection fails or the space seems empty, the reflex is to contact support. However, the problem does not always originate from the platform itself.
Several SIRH user experiences published in 2024-2025 report that the malfunctions attributed to Arkevia are often related to integration issues with payroll software (Sage, Cegid, Silae, among others): incorrect mapping of employee fields, export batch not executed, or expired certificate on the SIRH side. Fixes then go through the payroll editor or the integrator, not through Arkevia support.
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Knowing how to identify the real source of the bug avoids unnecessary days of waiting, and this is precisely what this guide details for what to do in case of an Arkevia bug in the most common situations.
Arkevia bug related to payroll software: identifying the true source of the problem
When an employee does not see their pay slips on MyArkevia, the platform sometimes displays an empty space without an explicit error message. This symptom naturally points to an Arkevia bug. The cause often lies upstream, in the processing chain between the employer’s payroll software and the digital safe.
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A scheduled export batch on the SIRH side may not execute if the company’s server experiences an interruption, even briefly. The result: the documents are never transmitted to Arkevia, but no alert is sent to the employee. In this case, only the company’s payroll administrator can restart the sending.
Another common situation: an expired security certificate on the SIRH integrator side blocks the transmission of files. Arkevia then receives an invalid request and silently rejects the deposit. The employee sees nothing, nor does the HR service, until someone checks the export logs.
Before seeking Arkevia support, it is therefore relevant to ask the payroll service or the SIRH manager of their company directly. If other colleagues notice the same absence, the problem is almost certainly on the employer’s side.
MyArkevia connection impossible: technical checks to do yourself
Connection issues with MyArkevia that genuinely relate to the user follow recurring patterns. Before any request to support, three technical checks can eliminate the majority of causes.
- Clear the cache and cookies of the browser. Arkevia uses session tokens that can conflict with outdated data stored locally. On Chrome, Firefox, or Edge, the shortcut Ctrl+Shift+Delete opens the cleaning panel directly.
- Test with another browser or in private browsing. An add-on (ad blocker, VPN extension) may interfere with the authentication process. Private browsing disables most of these extensions by default.
- Check that the entered password corresponds to the personal Arkevia account and not to an old company access. Since 2023-2024, some employers configure a limited retention period for pay slips in the company space, switching to a permanent personal safe. A change of employer can therefore modify access credentials without clear notification.
If the login page does not load at all, the problem may come from the company’s network (proxy, firewall) or a temporary unavailability of the service. Testing from a personal mobile network allows for a quick determination.
Enhanced security and Arkevia authentication: what has changed recently
Since late 2023, ANSSI and CNIL have tightened their recommendations regarding the security of digital safes used for pay slips. Enhanced authentication, access logging, stricter encryption: these requirements have direct consequences on the user experience.
Several recent Arkevia deployments have activated two-factor authentication (code sent by email or SMS in addition to the password). If the registered email address or phone number is no longer valid, access is blocked without a quick workaround. Updating these details goes through the employer’s HR service, which administers the account on the company side.
The tightening of security also explains some blocks after several unsuccessful attempts. An account may be temporarily locked as a protective measure. The unlocking time varies according to the configuration chosen by the employer, but it generally resets after a few hours.
Missing documents after a change of employer: understanding data portability
A particular case generates a lot of confusion: after leaving a company, pay slips seem to have disappeared from Arkevia. This is not a bug in the technical sense.
Under GDPR, some employers configure a limited retention period for documents in the company space. Once this period has passed, pay slips may be migrated to a permanent personal safe (Digiposte, MyPeopleDoc, for example) or simply deleted if the employee has not activated their personal space.
To avoid this situation, two precautions are necessary:
- Activate your personal Arkevia safe as soon as you receive the first pay slip. This safe remains accessible even after the end of the employment contract, regardless of the employer.
- Systematically download your pay slips locally (PDF on computer or USB stick). Exclusive dependence on an online service, whatever it may be, exposes the risk of loss of access.
- Check with the HR service, before leaving, what the document retention policy is and if a transfer to a personal space is planned.
Contacting Arkevia support: when and through which channel
Arkevia support addresses issues that directly relate to the platform: portal malfunction, display error after successful login, or inability to download a document that is visible. For SIRH integration or employer configuration issues, support will redirect to the company.
The official site offers a FAQ and an online contact form. The form remains the most reliable channel for obtaining written follow-up. Describing the problem precisely (browser used, exact error message, date of the last successful login) speeds up processing.
The distinction between an Arkevia problem and an employer problem remains the most determining factor. An employee who contacts the right interlocutor from the start saves several days compared to someone who waits for a response from support only to be redirected to their payroll service.