Why are my-end users receiving the error message "Couldn't authenticate you" when attempting to sign in to my Help Center?
Your end-users will receive this error if you have not yet activated your Help Center within Guide.
To verify if your Help Center is active
- Click the Zendesk Products icon () in the top bar, then select Guide.
- Look for a yellow banner across the top of your Help Center which states "The Help Center isn't visible to end-users until you activate it."
This banner will contain a link to your General Settings, where you can activate your Help Center. Once activated, your end-users will be able to sign in without issues
For more information, see the article: Configuring end-user access and sign-in.