Error: The page you are looking for doesn't exist or Page not found

Issue symptoms

I can't access my Zendesk instance. I see the error message: This page doesn't exist, Oops The page you are looking for doesn't exist, or Page not found when I access my Zendesk account.

This page doesn't exist on Zendesk

When I visit my account, such as https://yoursubdomain.zendesk.com, it redirects automatically to https://yoursubdomain.zendesk.com/hc.

Resolution steps

There are multiple causes for this error:

Verify your current plan and ensure your help center is available
If you recently changed your Zendesk plan, it may deactivate the help center. Activate your help center again.

Note: You must be a Zendesk admin to activate the help center. Guide admins who aren't Support admins can't activate the help center.
If you don't have an active help center, the page isn't visible to customers when they visit the URL

If none of the above options apply and you still see that error, sign in to https://yoursubdomain.zendesk.com/agent and replace yoursubdomain with your actual subdomain.

If the error The page you are looking for doesn't exist, or Page not found appears on that page, collect a HAR file and evaluate your traffic. Network issues, a VPN, or a firewall might block your connection and lead to a timeout. This returns a 404 response in your HAR file, and hash values show after your URL.

See I am having trouble logging in to Zendesk.

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Why do I see an error page when I access my account? Why does my account show a page not found message? Why does my subdomain redirect to a help center error?

You see this error when your Guide or knowledge base is not active. If you do not have an active help center, the page is not visible to customers when they visit the URL. Plan changes can also disable your help center. If you still see the error after verifying your plan, log in to your agent page directly by adding /agent to your account or instance URL. Network issues, a VPN, or a firewall block your connection and lead to a timeout, which returns a 404 response and hash values in your HAR file.

Who can enable the knowledge base? Can a Guide admin activate the help center? Can a Support admin turn on the help articles?

You must have Zendesk admin permissions to activate the help center. Guide admins who do not possess Support admin permissions cannot enable the help center.