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isolved Help

Log in, reset a password, find a paystub, set up the mobile app, or sort out multi-factor authentication. Written steps and short videos for every task.
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Not receiving SMS text codes when trying to log in?

This is not unique to isolved. Check your spam folder first. Most of the time the code did arrive and your phone filtered it. Save both isolved sending numbers as a contact so it stops happening: +1-256-826-0180 · +1-740-298-9104

See more information below.

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Common Issues

What if I'm Not Receiving the SMS Text Code When I Request One?

In most cases the code did arrive and your phone filtered it. Both iPhone and Android screen texts from numbers you have not saved as a contact, and short business messages get caught regularly. This is not specific to isolved — carriers now monitor and filter business texts on an ongoing basis, so every company sending them runs into it.

Start here: save the sending numbers

Adding these two numbers to your contacts is the single fix that prevents this going forward. Save them under a name you will recognize, such as "isolved Login Codes."

  • +1-256-826-0180
  • +1-740-298-9104

 

On iPhone: find and recover a filtered message

  1. Open Messages.
  2. Tap the Filters button — the three lines in the top-right corner.
  3. Tap Spam.
  4. Tap the message you want to review.
  5. Tap Not Spam, then Move to Inbox. The message now appears in your normal conversation list.

You cannot tap a link inside a spam message until you move it to your inbox.

 

On iPhone: turn spam filtering off entirely.

  1. Open Messages and tap the Filters button.
  2. Tap Manage Filtering, then switch Filter Spam off. It is on by default.
  3. You can also reach this at Settings > Apps > Messages, scrolling down to Filter Spam.

 

On Android or Samsung: find and recover a filtered message

  1. Open the Messages app.
  2. Tap the three-dot menu in the top-right corner.
  3. Select Spam & blocked.
  4. Look for the code in that folder.
  5. Tap the message, then tap Not spam so future codes come through normally.

After changing any of these settings, request a new code. The system will not resend the old one.

 

A more durable fix: If codes keep getting lost, switch to an authenticator app or a passkey. Neither depends on your carrier, both work without cell signal, and both are faster than waiting on a text.

I Forgot My Password, What Do I Do?

You reset it yourself using the Forgot Password tool. Neither your employer nor Paper Trails can reset a password for you — that is a security feature of the system, not a limitation on our end.

Steps

  1. Go to the isolved login page.
  2. Enter your username, which is your email address, and click Continue.
  3. Click Forgot Password? below the login boxes.
  4. Follow the wizard to verify your identity and set a new password.

Cannot get past the security questions? See "What if I forgot my security questions" below.

How Do I Download a Copy of My Paystub?

Paystubs live under the Pay and Tax menu. You can view them on screen or save a PDF, on the web or in the app.

Steps

  1. Log in at myisolved.com or open the isolved People Cloud app.
  2. Open the Pay and Tax menu.
  3. Select the pay date you need.
  4. Use the download or print option to save a PDF copy.

 

How Do I Set Up My Account for the First Time?

isolved will send you an email to the email address you provided to your employer.

Steps

  1. Open the email from isolved.
  2. Click the link in the email.
  3. Fill in your personal information, including your phone number, create a password, and create security questions.
  4. isolved will send you another email with a link to verify your email. Open the email and click the link. You will have to enter the SMS code sent to the phone number you provided in step 3.
  5. Agree to the terms and conditions.
  6. You are in!

Did not get the email, or is your link expired? Contact your employer to have a new activation link sent. Paper Trails cannot send it directly.

Browse By Topic

Find What You Need

Broken out into categories covering everything in isolved, for employees and for the people who administer the account.

Getting Started

Getting Started

What isolved is, what myisolved.com is, your activation email, and setting up the app for the first time.
Get Help
Logging In

Logging In

Signing in on the web or the app, locked accounts, forgotten passwords, and security questions.
See More
Multi-Factor Authentication

Multi-Factor Authentication

Your MFA options, authenticator apps, passkeys, and why SMS is the least reliable choice right now.
Go Now
Pay & Taxes

Pay & Taxes

Paystubs, W-2s, direct deposit, withholdings, and your time card. All of it is yours to view and change without going through anyone.
Show Me
For Admins & Managers

For Admins & Managers

Resending activation links, account resets, and what you can handle yourself versus when to call us.
Learn More

Print Help Cards for Your Team

A help card covering login, the mobile app, and paystub access. Post it in the break room or hand it out at orientation so new hires have it before they need it.
Download Here
Getting Started

Getting Started

New to isolved, or setting up an account for the first time? Start here.

  • isolved is the payroll and HR platform Paper Trails runs on. It holds your pay history, tax forms, personal information, time card, and benefits in one place.

    You reach it two ways: through a web browser at myisolved.com, or through the isolved People Cloud app on your phone. Both show the same account.

  • IMPORTANT

    The isolved People Cloud app is the phone version of your account. Same username, same password, same information as the browser — most people find it faster for everyday tasks like checking a paystub or clocking in.

     

    Reminder: Your username is ALWAYS your email address.

     

    It is free in the Apple App Store and Google Play Store:

    QR Code - Apple
    QR Code - Google

     

  • myisolved.com is the browser version of your account. Log in from any computer or phone browser with your username and password.

    Your username is always your email address.

  • IMPORTANT

    isolved will send you an email to the email address you provided to your employer.

    Steps

    1. Open the email from isolved.
    2. Click the link in the email.
    3. Fill in your personal information including your phone number, create a password, and create security questions.
    4. isolved will send you another email with a link to verify your email. Open the email and click the link. You will have to enter the SMS code sent to the phone number you provided in step 3.
    5. Agree to the terms and conditions.
    6. You are in!

    Did not get the email, or is your link expired? Contact your employer to have a new activation link sent. Paper Trails cannot send it directly.

     

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  • When your employer entered you into the system, isolved automatically sent you an activation email. This email came from papertrails@myisolved.com. 

    If you do not see your activation email, check your spam folder first. Then contact your employer to ensure they have spelled your email correctly, and they can resend the email if needed.

Log in Icon

Logging In

Your username is always your email address. Everything else starts from there.

  • Your username will always be the email address that your employer entered into the system when they set you up with an account.  If you cannot remember what email address is used, please contact your employer.

  • IMPORTANT

    You reset it yourself using the Forgot Password tool. Neither your employer nor Paper Trails can reset a password for you — that is a security feature of the system, not a limitation on our end.

    Steps

    1. Go to the isolved login page.
    2. Enter your username, which is your email address, and click Continue.
    3. Click Forgot Password? below the login boxes.
    4. Follow the wizard to verify your identity and set a new password.

    Cannot get past the security questions? See "What if I forgot my security questions" below.

     

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  • IMPORTANT

    If your self-service account is locked, contact your employer to have them unlock your account for you. Once your account is unlocked, follow the “Forgot Password” wizard to reset your password.

  • If you forgot your security question when resetting your password, contact Paper Trails here.

    Steps

      • Go to myisolved.com and click Forgot Password, then enter your email/username.
      • Open the email received from isolved and READ IT CAREFULLY.
      • Copy the temporary token provided.
      • On the reset page, when asked for your current password, paste the token into the password field and submit.
      • Create a new password when prompted, then log in and set new security questions and MFA.

  • If you get an error message that says "You’re not configured to use Adaptive at this time." then you are logging into the wrong website.

    Be sure to be using the isolved People Cloud mobile app or myisolved.com and try logging in there.

  •  If you reach out to Paper Trails because you can’t get logged in, we will reset your account, and it will require you to start the registration process over again.  

    See "How do I set up my account for the first time?" question above.

  • If you still have access to your account, update your phone number yourself in Manage Account before you give up the old number. It is much easier than recovering afterward.

    If you are already locked out and codes are going to a number you no longer have, we need to clear your MFA so you can re-enroll.

    Steps

    1. Contact your employer, or contact Paper Trails Support.
    2. We will remove the old phone number from your account.
    3. Wait for our confirmation that MFA has been cleared. Do not try to log in before then.
    4. Log into the isolved People Cloud app, or go to myisolved.com, with your email address and password.
    5. When prompted, re-enroll using your new phone number for SMS — or take the opportunity to set up an authenticator app or passkey instead.
    6. Complete the login and confirm you can receive codes.

    Since you are re-enrolling anyway, this is a good moment to switch to an authenticator app. It does not depend on your phone number at all, so a future number change will not lock you out again.

MFA Icon

Multi-Factor Authentication

Multi-factor authentication asks for a second proof of identity after your password. isolved offers a few ways to do it, and they are not equally reliable.

  • Multi-factor authentication, or MFA, asks for a second proof of identity after your password. The password is something you know; the second factor is something you have, like your phone.

    It matters here because your isolved account holds your Social Security number, your bank account details, and your full pay history. A password alone is not enough to protect that.

  • isolved offers several MFA methods, including SMS text codes (some employers choose not to offer SMS text codes, authenticator apps (like Google Authenticator or Microsoft Authenticator), and passkeys. Passkeys and authenticator apps are the most secure options.

    If you do not use the most secure methods of MFA, isolved will always prompt you to set these up when you log in.

  • IMPORTANT

    Setting Up Your Account

    1. Open the activation email from isolved and click the link.
    2. Enter your personal info, create a password and security question, and confirm.
    3. Check your email again for the verification message and click the link to verify.
    4. Review and accept the terms and conditions to finish activation.
    5. Sign in at myisolved.com or in the isolved People Cloud app with your email (your username) and password.
    6. Enter the one-time code sent to your email (first-time setup only).

     

    Watch Here

     

     

     

     

     

     

     

    Selecting SMS (1:23 mark)

    1. When prompted to add stronger MFA, choose "use authenticator instead." Then hit "setup phone number instead" to set up a phone number.
    2. Enter your mobile number and submit.
    3. Type the text code you receive to confirm.
    4. SMS will be added as a backup method. Note: SMS is less secure than other MFA options.

     

    Using Authenticator (2:22 mark)

    1. When isolved prompts you to set up a passkey, choose "maybe later."
    2. In the MFA prompt, select the authenticator app option and click Set up now.
    3. If needed, download Google Authenticator or Microsoft Authenticator from your app store.
    4. In the authenticator app, tap the plus (+) button:
      • Scan the QR code shown in isolved (use the authenticator app’s scanner, not the phone camera), or
      • Choose Enter a setup key and paste the key from isolved; label it (for example, “isolved Payroll”).
    5. The app will generate 30-second codes. Copy the current code, paste it into isolved, and submit.
    6. On future logins, open the app and enter the current code when prompted.

     

    Creating Passkey (4:44 mark)

    1. When prompted, select Set up passkey.
    2. Follow the device/browser prompt:
      • Phone: approve with Face ID/Touch ID or your device screen lock.
      • Windows/Chrome/Edge: create or confirm a Windows Hello PIN (or fingerprint/face).
      • Mac/Safari/Chrome: approve with Touch ID or the passkey prompt.
    3. The passkey is saved to that specific device and browser.
    4. Repeat these steps on every device or browser you use with isolved.
    5. Next time on that device, you’ll log in with Face ID/Touch ID/PIN—no password needed.

     

    Troubleshooting MFA Options (5:49 mark)

    • Don’t see the passkey prompt: Update your OS/browser and ensure a screen lock is enabled. Try another supported browser (Chrome/Edge/Safari).
    • Authenticator code fails: Wait for the next 30-second code and try again. Confirm you added the correct account and didn’t include extra spaces when pasting the key.
    • Scanned with the camera app by accident: Open the authenticator app, tap +, and scan the QR from inside the app (or enter the setup key manually).
    • Lost phone or authenticator access: Use another method (passkey or SMS if enabled). If locked out, contact your isolved admin or Paper Trails for an MFA reset.
    • Passkey works on one device but not another: Set up a separate passkey on each device/browser you use.
    • Login loop or strange errors: Clear browser cache/cookies, try a private/incognito window, or switch browsers and try again.

     

    Tips

    • Keep at least two methods active: authenticator app + passkey is ideal; SMS as a backup if available.
    • Authenticator timing: if a code fails, wait for the next cycle and re-enter.
    • Avoid passkeys on shared or public computers.
    • To update MFA later: click your initials in the top-right of isolved → Manage Account → Security/MFA → Change. Save changes when done.
    • Need to update the phone number used for SMS codes? Contact Paper Trails for assistance.

  • IMPORTANT

    In most cases the code did arrive and your phone filtered it. Both iPhone and Android screen texts from numbers you have not saved as a contact, and short business messages get caught regularly. This is not specific to isolved — carriers now monitor and filter business texts on an ongoing basis, so every company sending them runs into it.

    Start here: save the sending numbers

    Adding these two numbers to your contacts is the single fix that prevents this going forward. Save them under a name you will recognize, such as "isolved Login Codes."

    • +1-256-826-0180
    • +1-740-298-9104

     

    On iPhone: find and recover a filtered message

    1. Open Messages.
    2. Tap the Filters button — the three lines in the top-right corner.
    3. Tap Spam.
    4. Tap the message you want to review.
    5. Tap Not Spam, then Move to Inbox. The message now appears in your normal conversation list.

    You cannot tap a link inside a spam message until you move it to your inbox.

     

    On iPhone: turn spam filtering off entirely.

    1. Open Messages and tap the Filters button.
    2. Tap Manage Filtering, then switch Filter Spam off. It is on by default.
    3. You can also reach this at Settings > Apps > Messages, scrolling down to Filter Spam.

     

    On Android or Samsung: find and recover a filtered message

    1. Open the Messages app.
    2. Tap the three-dot menu in the top-right corner.
    3. Select Spam & blocked.
    4. Look for the code in that folder.
    5. Tap the message, then tap Not spam so future codes come through normally.

    After changing any of these settings, request a new code. The system will not resend the old one.

     

    A more durable fix: If codes keep getting lost, switch to an authenticator app or a passkey. Neither depends on your carrier, both work without cell signal, and both are faster than waiting on a text.

  • Two reasons: reliability and security.

    Reliability. Carriers actively monitor and filter business text messages, and they can block or delay them at any time. Nothing on your end or ours reliably prevents it, which is why so many codes never arrive.

    Security. Text messages are the weakest of the common second factors. Codes can be intercepted, and an attacker who convinces a carrier to move your number to a new SIM can receive them directly. An authenticator app and a passkey both avoid this because nothing travels over the phone network.

    SMS is still far better than no second factor at all. If it is working for you, keep it. If codes keep getting lost, switch.

  • An authenticator app generates a six-digit code on your phone that changes every thirty seconds. When isolved asks for a code, you open the app and read the current one.

    Because the code is created on the device itself, it never travels over the cell network. That means it cannot be filtered or delayed by your carrier, and it works when you have no signal at all.

    Common free options are Microsoft Authenticator, Google Authenticator, and Authy. Any of them works. If your employer already uses Microsoft 365, you may have Microsoft Authenticator installed.

    Changing phones? Set up the authenticator on the new device before wiping the old one. Some apps let you transfer accounts; others require re-enrolling.

  • IMPORTANT

    An authenticator app takes about three minutes to set up and replaces SMS codes for good. You will need your phone and a few minutes where you are not in a rush to get in.

    Steps

    1. Log into the isolved People Cloud app, or go to myisolved.com, using your email address and password.
    2. If prompted, enter the temporary SMS code sent to your phone to continue.
    3. When isolved offers to set up a stronger form of MFA, choose Maybe Later for the passkey option. Passkeys are covered separately below.
    4. Select Authenticator App as your MFA option.
    5. If you do not already have an authenticator app, open the App Store or Google Play, search for "Authenticator," and install one. Google Authenticator and Microsoft Authenticator both work.
    6. In the authenticator app, tap Get Started, then either sign in or choose the option to use it without an account.
    7. Scan the QR code shown in isolved using the camera inside the authenticator app — not your phone's regular camera app. Or copy the setup key from isolved and paste it into the authenticator instead.
    8. The app will start generating codes that change every thirty seconds. Enter the current code into isolved and click Submit.

    Step 7 is where most people get stuck. Your phone's built-in camera app will recognize the QR code but cannot complete the pairing. You have to scan from within the authenticator app itself.

     

    From then on, isolved will ask for the code from your authenticator app instead of texting you one.

     

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  • Passkeys are the most secure MFA method. They use built-in device authentication like Face ID, Touch ID, Windows Hello, or a device PIN. Unlike authenticator apps, passkeys don’t require typing in codes—they’re passwordless and tied directly to your device. You will need to set up a passkey for each device or browser that you log in on.

  • IMPORTANT

    Passkeys are set up per device, so the steps differ slightly between your phone and your computer. Do whichever you use most first, then repeat on the other.

    On your phone

    1. Open the isolved People Cloud app and log in with your email address and password. Use Forgot Password if you need to.
    2. If isolved asks for an MFA code, enter the code from your authenticator app. Or tap Choose another method and select SMS if that is enabled for you.
    3. When prompted to secure your account, tap Set up passkey.
    4. Follow the on-screen prompt to use Face ID, Touch ID, or your screen lock. Tap Continue or Allow to confirm.

    Next time you log in on that phone, isolved uses the passkey instead of your password.

     

    On your computer

    1. Go to myisolved.com and sign in with your email address and password.
    2. Complete MFA by entering a code from your authenticator app, or choose another method to receive an SMS code if that is enabled.
    3. When isolved prompts you, select Set up passkey.
    4. Follow your browser's prompt. On Windows with Chrome or Edge, create or confirm a Windows Hello PIN, or use your fingerprint or face if the device supports it. On a Mac with Safari or Chrome, use Touch ID or Face ID.
    5. Confirm to save the passkey.

    Next time you log in on that computer, you will use the PIN or biometric instead of your password.

     

    If the passkey prompt does not appear

    Update your browser and operating system, and make sure a screen lock is enabled on the device. Older devices and browsers may not support passkeys at all — in that case, stay on your authenticator app.

    Getting a new phone or computer? Set up a passkey on the new device and keep your backup MFA method active during the switch. Do not remove the old method until the new passkey is working.

     

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Pay Icon

Pay & Taxes

Paystubs, W-2s, direct deposit, withholdings, and your time card. All of it is yours to view and change without going through anyone.

  • IMPORTANT

    Paystubs live under the Pay and Tax menu. You can view them on screen or save a PDF, on the web or in the app.

    Steps

    1. Log in at myisolved.com or open the isolved People Cloud app.
    2. Open the Pay and Tax menu.
    3. Select the pay date you need.
    4. Use the download or print option to save a PDF copy.

     

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  • Your W-2 is available in self-service under the Pay and Tax menu, filed by tax year. You can view it on screen, download a PDF, or print it.

    Steps

    1. Go to myisolved.com and sign in.
    2. Click the menu icon in the top-left of the screen.
    3. Under the Pay and Tax menu, choose Year-End Tax Forms.
    4. Select the tax year, then download or print your W-2.

     

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  • IMPORTANT

    You can add or edit a direct deposit account yourself. Have your routing number and account number ready before you start.

    Steps

    1. Go to myisolved.com and sign in.
    2. Under the Pay and Tax menu, click Direct Deposit.
    3. Click Add New to add an account, or the three dots in the top right to edit an existing one.
    4. Enter the routing and account numbers.
    5. Click Save.

    Check the numbers against a check or your bank's app before saving. A wrong routing number means a delayed paycheck.

     

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  • You can update your federal and state withholding elections yourself in self-service. There is no paper W-4 to fill out and hand to your employer.

    Steps

    1. Go to myisolved.com or open the isolved People Cloud app on your phone.
    2. Click the menu icon in the top-left of the screen.
    3. Under the Pay and Tax menu, choose Tax Updates.
    4. Follow the wizard. Step 1 is where you set your filing status, and for most people it is the only step that needs anything.
    5. Skip steps 2 and 3 unless you have a more complex situation, such as multiple jobs or income that is not from wages.
    6. In step 4, box 4c, enter any additional flat amount you want withheld from each paycheck. Entering $20 there means an extra $20 comes out of every check toward your tax liability.
    7. Submit the form. The change takes effect starting with your next pay cycle.

    Paper Trails cannot advise you on what to claim. If you are unsure, the IRS Tax Withholding Estimator at irs.gov or your tax preparer is the right place to start.

     

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  • Clocking in and out is done from the isolved People Cloud app on your phone.

    Steps

    1. Open the app on your mobile device.
    2. Tap the pink clock icon in the bottom right of the screen.
    3. Choose a labor group or department if your employer asks for one.
    4. Tap Save to clock in.
    5. To clock out, tap the pink clock icon again and tap Save.

    Requires isolved Time. If you do not see the clock icon, your employer tracks time another way.

     

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  • Time-off requests are submitted in self-service and routed to your manager for approval. You will get an email either way once they respond.

    Steps

    1. Log in at myisolved.com, or open the isolved People Cloud app.
    2. Under the Time and Attendance menu, select My Time Off.
    3. Tap the plus button in the top right.
    4. Select the policy you are requesting against, then the dates and times.
    5. Add any notes for your manager.
    6. Tap Submit. The request goes to your manager for approval.

    You will receive an email notification once your manager approves or denies the request.

     

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Admin Icon

For Admins & Managers

If you administer your company's isolved account, these are the tasks you can handle yourself.

  • IMPORTANT

    You can resend activation links yourself, to one employee or a batch.

    Steps

    1. Log in to your admin account.
    2. Go to Employee Admin Tools > Employee Administration > Self-Service Management.
    3. Select the Resend Emails tab.
    4. Filter by the date the original email was sent.
    5. Check off the employees who need a new link and click Process.

     

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  • No. Passwords can only be reset by the employee, using the Forgot Password tool on the login page. Neither you as the administrator nor Paper Trails can set or view an employee's password.

    That is deliberate. Your employees' accounts hold their Social Security numbers and bank details, and no one else should be able to get into them.

    What you can do is point them to the Forgot Password link and confirm the email address on file is correct and current. If they are stuck at the security questions step, contact us.

  • If Paper Trails resets your employee's account, the employee will have to set up their account again as if they are a new employee.

  •  No. Clients of Local Economy Payroll (now part of Paper Trails) will still log in at localeconomypayroll.myisolved.com and your employees can login here: Employee Login. 

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