End users receiving couldn't authenticate you error when signing in Follow

Question

Why are my end users receiving the error message "Couldn't authenticate you" when attempting to sign in?

Answer

Your end users will receive this error if you have not yet activated your Help Center.

To verify if your Help Center is active

  1. Click the Zendesk Products icon () in the top bar, then select Help Center.
  2. Look for a yellow banner across the top of your Help Center which states Setup mode.

    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.

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