Troubleshoot customer login issues

Are your customers having trouble logging into your site to access their Library and purchased products? Follow these steps to help your customers troubleshoot their login.

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Confirm the email address

Is the email address being used to login exactly the same as the email address associated with the customer? Confirm with your customer that the email address matches the email address associated with their account. Ensure that it is exactly as their email appears in your Contacts tab as the login is case-sensitive. Manage Contacts Profiles.

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Reset password

Has your customer attempted to reset their password from your site login page? If not, try a password reset to see if the reset email is sent to their email address. They can then proceed to reset their password and attempt to log in with their new login credentials. Reset a customer’s password.

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Try a different browser

Has your customer attempted to log in with a different browser? Your customer may be experiencing a browser or caching issue. If your customer has attempted to log in with a different browser, they may want to consider clearing their browser cache. Here are a few commonly used browsers and their support guides on how to clear their browser cache:

• Using Google Chrome? Read Google’s Support Guide on Clearing Cache and Cookies.
• Using Safari? Read Apple’s Support Guide on Removing Stored Cookies and Data.
• Using Firefox? Read Mozilla’s Support Guide to delete browsing, search, and download history.

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Check for browser extensions and cookie settings

If switching browsers and clearing cache didn’t help, the issue may be caused by an ad blocker, privacy extension, or the browser’s tracking-protection settings blocking Kajabi’s authentication cookies. Ask your customer to:

1. Open the login page in an incognito or private window and try logging in. If this works, an extension is the cause.
2. Disable any ad blocker or privacy extension (e.g. uBlock Origin, Ghostery, Privacy Badger, AdBlock) and reload the page.
3. Enable third-party cookies in their browser — see Resolve login issues across platforms for browser-specific steps.

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Wrong login URL?

Members must use your site’s specific login URL (e.g. yoursite.mykajabi.com/login or your custom domain). Logging in at app.kajabi.com is for Kajabi account owners and users only and will not give members access to their library.