Issue symptoms

I experience errors after trying to sign into my own custom domain.
For example: support.yourdomain.com

Resolution steps

If your Zendesk account includes an active help center, users are redirected there by default after they sign in. If host mapping is not configured correctly, you might receive an error when you try to access your account through your custom domain.

Disclaimer: The steps below give you a temporary workaround to access your account while you fix your host mapping. They do not permanently resolve the issue. To properly correct your host mapping settings, see this article: Host mapping - Changing the URL of your help center. 

1. If you cannot reach the login page

Try signing in directly through your Zendesk subdomain instead of your host-mapped domain:

  • yoursubdomain.zendesk.com/access/normal
  • yoursubdomain.zendesk.com/agent

2. If you see a page error after authenticating

This means you have successfully signed in, but the system redirected you to your misconfigured host-mapped help center.

To bypass the redirect and access your account, go directly to one of these URLs:

  • yoursubdomain.zendesk.com/agent/dashboard
  • yoursubdomain.zendesk.com/admin/home

These addresses temporarily bypass your host-mapped domain and let you reach your Zendesk account until the mapping is fixed.

3. To remove the faulty host mapping and allow agent access immediately

If you have one brand

  1. In Admin center, go to Account > Brand management > Brands
  2. Click the three vertical dots and select Edit
  3. Scroll down to Host mapping and remove your custom domain name

If you have multiple brands

  1. In Admin center, go to Account > Brand management > Brands
  2. Select the brand and click the three vertical dots, then select Edit
  3. Scroll down to Host mapping and remove the custom domain name

If you have any issues clearing the host mapping, contact Zendesk Customer Support.

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