How to fix access issues
Articles to help users log in and log out of their accounts and sandboxes, broken SSO setup, password reset issues, 2-factor authentication issues, issues accessing the mobile app.
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I have multiple brands in my account, can I use different authentication methods for each brand?
Question I have multiple brands in my account, can I only apply SSO for users in one brand and only use Zendesk authe... -
Registration error: "Please enter a valid email address"
Issue symptoms When trying to sign up for a new Zendesk account, I receive an error that states Please enter a valid ... -
Error: Refused to connect
Issue symptoms My agents see the below error when they try to sign in to my host-mapped account: yoursubdomain.zendes... -
Accessing Zendesk in mainland China
Question Can I access Zendesk in mainland China? Answer From time to time, customers within mainland China have exper... -
I am having trouble logging in to Zendesk
Issue symptoms I can't log in to my Zendesk account. Resolution steps There are several reasons that may cause you tr... -
My email address changed and now I can't sign in
Problem My email address changed or was entered incorrectly, and now I can't log in. How can I access my account? How... -
Can I sign into my account using a secondary email address?
Question Can I sign into my account using a secondary email address? Answer Yes, you can sign in to your account usi... -
Why do I get an "access denied" error?
Question Why do I see the error message below? Access Denied. You do not have access to this page. Please contact the... -
How do I remove the ability for customers to sign up for our account?
Question How do I remove the ability for customers to sign up for our account? Answer To remove the option for your ... -
Why are users redirected to the logout URL when authenticating via SSO with SAML?
Question Why are users redirected to the logout URL when authenticating via SSO with SAML? Answer The common reason f... -
How do I grant an agent access to a product?
Question I want to add an agent to Talk, Chat, or another Zendesk product. How do I set up access for a new agent? An... -
Can multiple agents log in to a Zendesk account at the same time?
Question Can multiple agents log in to Zendesk and operate at the same time within the same account? Answer Zendesk ... -
Authorization error: Error 400: admin_policy_enforced
Issue symptoms When I try to sign in to my Zendesk account, I see this error message: Error 400: admin_policy_enforce... -
"invalid_grant" error when requesting an OAuth Token
Issue symptoms When I attempt to obtain an access token, I receive the error: {"error":"invalid_grant","error_descrip... -
How to clear cache and cookies
Question Why should I clear my cache and cookies? Can clearing my cache and cookies fix my issue with my account? Ans... -
Accessing Zendesk in Vietnam
Question Can I access Zendesk in Vietnam? Answer From time to time, customers in Vietnam have experienced issues with... -
I can't start my trial because the account activation email is not working
Issue symptoms I did not receive the activation email and it is not in my spam folder.or I received the activation e... -
I use 2-factor authentication and am locked out
Issue symptoms I use 2-factor authentication and am locked out of my account. Resolution steps Search your email in... -
I am not receiving my password reset email
Issue symptoms I don't receive the password reset email for my Zendesk Support account. Resolution steps Check the s... -
Why am I unable to log in to Help Center in Safari or on iOS devices?
Question Why am I unable to log in to Help Center in Safari or on iOS devices? Answer Users occasionally run into iss... -
Do my agents need their own login?
Question Do all of my agents need their own login? Answer Yes, using a shared email address as your login can cause... -
Google SSO "app not configured for user" error
Question Why do I receive the error app not configured for user when I try to sign in to my Zendesk account with Goog... -
I can't sign into the Zendesk Support mobile app
Issue symptoms I can't sign in to the Zendesk Support mobile app, iOS or Android. Conditions Able to sign into agent... -
How do I set up Google SSO with SAML?
Question How do I set up Google SSO with SAML? Answer Make sure that the Help Center is activated and enabled, then r... -
I can't access the sandbox
Issue Symptoms I am unable to log in to the sandbox account, my email address and password don't work. Resolution Ste... -
I changed my email domain and now I can't login through SSO
Issue Symptoms I changed my email domain to a new domain and now I cannot log in through a single sign-on login metho... -
If I log out of my SSO network, am I automatically logged out of Zendesk products too?
Question If I log out of my Single Sign On (SSO) network, will that also log me out of my Zendesk sessions? Answer No... -
LastPass: How to get autofill working with native authentication?
Question How do I get Lastpass to work with native authentication when host-mapped? It will not autofill, help! Answe... -
How long are account verification emails and password reset emails valid?
Question How long are account verification emails and password reset emails valid? Answer Both account verification ... -
An error appears when I try to sign in to my host-mapped domain
Issue symptoms I experience errors after trying to sign into my own custom domain.For example: support.yourdomain.com...