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How to fix access issues

Articles to help users log in and log out of their accounts and sandboxes, broken SSO setup, password reset issues, 2-factor authentication issues, issues accessing the mobile app.


My screen appears blank or returns a 404 error when I connect to Zendesk

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee third-p...

Edited Jan 14, 2025

0 votes  ·  0 comments

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An error appears when I try to sign in to my host-mapped domain

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

Edited Aug 09, 2023

0 votes  ·  0 comments

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How long are account verification emails and password reset emails valid?

Question How long are account verification emails and password reset emails valid? Answer Both account verification ...

Edited Aug 21, 2024

1 vote  ·  4 comments

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LastPass: How to get autofill working with native authentication?

Question How do I get Lastpass to work with native authentication when host-mapped? It will not autofill, help! Answe...

Edited Jan 22, 2024

3 votes  ·  5 comments

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If I log out of my SSO network, am I automatically logged out of Zendesk products too?

Question If I log out of my Single Sign On (SSO) network, will that also log me out of my Zendesk sessions? Answer No...

Edited Jul 27, 2023

4 votes  ·  0 comments

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I changed my email domain and now I can't login through SSO

Issue Symptoms I changed my email domain to a new domain and now I cannot log in through a single sign-on login metho...

Edited Jan 22, 2024

5 votes  ·  0 comments

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I can't access the sandbox

Issue Symptoms I am unable to log in to the sandbox account, my email address and password don't work. Resolution Ste...

Edited Jul 31, 2023

6 votes  ·  18 comments

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How do I set up Google SSO with SAML?

Question How do I set up Google SSO with SAML? Answer Make sure that the Help Center is activated and enabled, then r...

Edited Aug 21, 2024

4 votes  ·  2 comments

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I can't sign into the Zendesk Support mobile app

Issue symptoms I can't sign in to the Zendesk Support mobile app, iOS or Android. Conditions Able to sign into agent...

Edited Aug 21, 2024

10 votes  ·  21 comments

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Google SSO "app not configured for user" error

Question Why do I receive the error app not configured for user when I try to sign in to my Zendesk account with Goog...

Edited May 31, 2023

2 votes  ·  5 comments

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Do my agents need their own login?

Question Do all of my agents need their own login? Answer Yes, using a shared email address as your login can cause...

Edited Jun 12, 2023

3 votes  ·  0 comments

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Why am I unable to log in to Help Center in Safari or on iOS devices?

Question Why am I unable to log in to Help Center in Safari or on iOS devices? Answer Users occasionally run into iss...

Edited Jan 22, 2024

9 votes  ·  5 comments

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I am not receiving my password reset email

Issue symptoms I don't receive the password reset email for my Zendesk Support account. Resolution steps Check the s...

Edited May 30, 2024

6 votes  ·  2 comments

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I use 2-factor authentication and am locked out

Issue symptoms I use 2-factor authentication and am locked out of my account. Resolution steps Search your email in...

Edited Jan 22, 2024

6 votes  ·  3 comments

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I can't start my trial because the account activation email is not working

Issue symptoms I did not receive the activation email and it is not in my spam folder.or I received the activation e...

Edited May 30, 2024

2 votes  ·  0 comments

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Accessing Zendesk in Vietnam

Question Can I access Zendesk in Vietnam? Answer From time to time, customers in Vietnam have experienced issues with...

Edited Aug 02, 2024

8 votes  ·  0 comments

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How to clear cache and cookies

Question Why should I clear my cache and cookies? Can clearing my cache and cookies fix my issue with my account? Ans...

Edited Dec 19, 2022

14 votes  ·  8 comments

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"invalid_grant" error when requesting an OAuth Token

Issue symptoms When I attempt to obtain an access token, I receive the error: {"error":"invalid_grant","error_descrip...

Edited Dec 29, 2022

5 votes  ·  2 comments

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Authorization error: Error 400: admin_policy_enforced

Issue symptoms When I try to sign in to my Zendesk account, I see this error message: Error 400: admin_policy_enforce...

Edited Mar 02, 2023

5 votes  ·  7 comments

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Can multiple agents log in to a Zendesk account at the same time?

Question Can multiple agents log in to Zendesk and operate at the same time within the same account? Answer Zendesk ...

Edited Feb 15, 2024

1 vote  ·  0 comments

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How do I grant an agent access to a product? [Video]

Question I want to add an agent to Talk, Chat, or another Zendesk product. How do I set up access for a new agent? An...

Edited May 09, 2024

0 votes  ·  0 comments

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Why are users redirected to the logout URL when authenticating via SSO with SAML?

Question Why are users redirected to the logout URL when authenticating via SSO with SAML? Answer The common reason f...

Edited Aug 22, 2024

4 votes  ·  8 comments

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How do I remove the ability for customers to sign up for our account?

Question How do I remove the ability for customers to sign up for our account? Answer To remove the option for your ...

Edited Aug 02, 2024

7 votes  ·  9 comments

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Why do I get an "access denied" error?

Question Why do I see the error message below? Access Denied. You do not have access to this page. Please contact the...

Edited Mar 06, 2023

9 votes  ·  2 comments

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Can I sign into my account using a secondary email address?

Question Can I sign into my account using a secondary email address? Answer Yes, you can sign in to your account usi...

Edited Jan 22, 2024

0 votes  ·  2 comments

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My email address changed and now I can't sign in

Problem My email address changed or was entered incorrectly, and now I can't log in. How can I access my account? How...

Edited Jan 22, 2024

1 vote  ·  1 comment

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I am having trouble logging in to Zendesk

Issue symptoms I can't log in to my Zendesk account. Resolution steps There are several reasons that may cause you tr...

Edited Feb 11, 2025

6 votes  ·  37 comments

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Accessing Zendesk in mainland China

Question Can I access Zendesk in mainland China? Answer From time to time, customers within mainland China have exper...

Edited Aug 02, 2024

10 votes  ·  0 comments

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Error: Refused to connect

Issue symptoms My agents see the below error when they try to sign in to my host-mapped account: yoursubdomain.zendes...

Edited Nov 21, 2023

4 votes  ·  2 comments

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Registration error: "Please enter a valid email address"

Issue symptoms When trying to sign up for a new Zendesk account, I receive an error that states Please enter a valid ...

Edited Mar 16, 2023

4 votes  ·  5 comments

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