Issue symptoms
When one of your customers or agents attempts to sign into the Zendesk customer portal, they receive the following error message: Forbidden Invalid authenticity token.
Resolution steps
This error is likely caused by a corrupted cookie in your browser. Complete the following troubleshooting steps:
- Clear your cache and cookies and attempt to sign in again.
- If that does not resolve the issue, ensure third-party cookies are enabled in the browser.
4 Comments
you must ALSO turn off any tracking or blocking software, such as Norton Tracking, since that will case the error even after 3rd party cookies are allowed
ANTI- tracking software
We had a customer see this Invalid Authenticity Token error after-sign in (but only for Zendesk sites that used our domain, and only with Chrome) - the DuckDuckGo Privacy Essentials plugin appears to be responsible.
Logging in with other browsers worked, and logging in with incognito worked fine.
We ended up disabling the privacy plugin but it would be of great benefit if we could use our own domain and allow customers to sign in with this plugin enabled, since we cannot control what plugins our customers use and do want them to be able to sign in.
Are you constantly experiencing this issue after clearing cache and cookies, logging in and out, and changing browsers? If yes, you may initiate a conversation with us so we can take a closer look into your account
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