> ## Documentation Index
> Fetch the complete documentation index at: https://help.kajabi.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Resolve login issues across platforms

> Identify and fix common login challenges on desktop, mobile app, and web browser environments.

## Overview

Login issues can differ between desktop, mobile app, and web browser environments. This article walks you through common challenges and how to resolve them.

## Understand roles: admin login vs. member login

Kajabi has two distinct roles, and knowing which one applies to you is essential for logging in correctly:

* **Site Owners/Admins**: Use the general Kajabi login portal at [app.kajabi.com](https://app.kajabi.com). Admins manage site settings and content and cannot access courses through standard member login portals.
* **Members/Customers**: Access courses exclusively through the specific site of the Hero whose content you purchased. For web login, always use the specific URL provided by the course creator (e.g., \[SITE].mykajabi.com). Avoid using the admin portal.

<Note>
  **Note:**

  Using the admin login URL for member or course access will not work and may display an error like *account blocked*. Always confirm you are entering credentials on the correct platform.
</Note>

## Common login problems and resolutions

### Log in from a web browser

#### Issue

You cannot log in from a desktop browser even though you are successfully logged in on the Kajabi app.

#### Solutions

* Visit the specific course provider's website and log in using your member credentials.
* If you have forgotten the password, use the **Forgot Password** link on the course site, complete the email-based password reset process, and log in.
* Avoid using the admin portal ([app.kajabi.com](https://app.kajabi.com)) for member logins.

### Log in from the Kajabi mobile app

#### Issue

You cannot log in to the Kajabi mobile app even though you are successfully logged in on the web.

#### Solutions

* Confirm you are using the correct login credentials for the specific course provider's site.
* If you have forgotten the password, reset it through the course provider's website before attempting to log in again on the mobile app.
* Make sure the app is updated to the latest version.

## Troubleshooting

* **Clear browser cache and cookies**: Stored data can sometimes cause login issues
* **Try a different browser**: If one browser is not working, try another
* **Check your internet connection**: A weak connection can prevent successful logins
* **Disable browser extensions**: Some extensions may interfere with the login process