Troubleshooting CRM Login Issues

Common Login Issues and Solutions

If you're experiencing problems logging into your CRM, this guide covers several common errors and their resolutions.

Error: Unable to Log In at This Time

This error may occur due to security settings with your internet service provider (ISP) or security software. If you use Verizon Fios, you may need to disable protection features. CenturyLink users might need to disable secure Wi-Fi. Users who previously had Survey Junkie installed should uninstall it, as it can update SSL certificates. McAfee users should turn off web protection. Xfinity and Spectrum users should check their respective security settings. Temporarily disabling these protections is generally safe if you browse secure websites. If your ISP isn't listed, inspect the page during login, open the network tab, and record a video of the request being sent. Contact support at (888) 732-4197 to open a ticket and share the video for further assistance.

Error: Not Able to Send the Security Code

If two-factor authentication (2FA) codes aren't sending, the agency admin must add a phone number for the user to receive codes via SMS. If you're the only admin, contact support at (888) 732-4197 to update the phone number. For email verification issues, ensure the user checks their spam folder for an email titled "Login Security Code." You may also need to provide the user's login email, company relationship number (found in agency settings under the company tab), and confirm whether you're using your own SMTP or Mailgun.

Error: User Does Not Exist in This Agency

This error appears when a user tries to log in through a white-label domain but isn't associated with that agency. Verify the user's agency membership.

No Error, but Page Doesn't Redirect and Gets Stuck

First, ensure cookies are allowed for the CRM login page. If the issue persists, check for software like NordVPN that controls browsing activity or web protection—turning it off or uninstalling may help, as it can update SSL certificates. Click the lock icon in the browser, expand "Connection is secure," and check if the certificate is valid and issued by a VPN service, which might block page loading.

Error: Web Server Is Returning an Unknown Error

Clear site data to resolve this error. Instructions for Chrome and Safari are below.

How to Remove Site Data on Chrome

1. Right-click on the browser and inspect the page's elements.
2. Click Applications from the top menu, then access Storage in the left-hand navigation.
3. Select "Clear Site Data" in the middle of the screen.
4. Refresh the browser and try logging in again. If issues continue, contact support.

How to Remove Site Data on Safari

1. Enable developer tools by clicking Safari, then Settings, and going to Advanced.
2. Turn on "Show features for web developers."
3. Right-click the page and inspect elements.
4. Select Storage at the top of the menu, find the site under Local Storage, and click the trash icon to clear it.
5. Refresh the browser and attempt login again. If problems persist, contact support.