There can be multiple scenarios that may cause you trouble logging into your Freshservice instance. Here are some recommendations to troubleshoot the issue.
- Check for deactivated user
- Try logging in after password reset.
- Check for primary email for SSO login.
- Check for common browser issues.
Check for deactivated user
When your account is either deactivated or unused for a long time, contact your Admin to reactivate your account. As an Administrator of your servicedesk, follow the steps below to check and reactivate users.
Navigate to Admin. Under the User Management section, select Agent or Requester.
Click on the Deactivated tab and check for the user profile facing the login issue.
Select the deactivated user profile and click on the Reactivate button.
This will take you to the Edit agent/requester page where you can update the roles and permissions of the user.
Once done, click on Update to reactivate the user.
Try logging in after password reset.
If you're having trouble logging in using the Freshworks login,
Click on the 'Forgot your password' to reset your password from your login page.
Select the ‘Request reset link’ option.
Reset the password using the link from the password reset email.
Try to log in again with the new password and check if the issue persists.
Check for primary email for SSO login.
Check if you're using the secondary email address to log in through SSO. Please note that you can only use the primary email address for SSO login.
As an Administrator of your Freshservice account, you can check if a requester is using their secondary email to login by following the steps below.
Navigate to Admin. Under the User Management section, select the Requester option.
Click on the requester profile facing login issues, and choose the Edit Requester option under the More dropdown.
Scroll down and check for the email addresses provided under the Secondary emails section.
Emails mentioned under secondary emails should not be used to login through SSO.
You can also access your Freshservice instance when your SSO server is down.
Check for common browser issues.
Clear cache and cookies on your web browser and try to sign in again. You can also open an incognito window to access your Freshservice instance to eliminate any extensions that limit your access.
If you still need help logging in after working through all of the above recommendations, please reach out to email@example.com.