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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Reset email still not arriving

If your customer has checked their spam folder and the reset email still hasn’t arrived, use the manual Change Password option to get them logged in immediately — no email required:

1. Go to Contacts and open the customer’s profile.
2. Click the … icon → Change Password.
3. Set a temporary password and share it with the customer directly.
4. Ask the customer to update their password in Account Settings once logged in.

If reset emails are failing for multiple customers at once, contact Kajabi Support — this may indicate a sending domain or deliverability issue.

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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.

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Account temporarily locked after too many failed login attempts

If a customer has entered incorrect credentials multiple times in a row, Kajabi’s security system may temporarily block further login attempts. This is different from the “account blocked” error caused by using the wrong login URL.

1. Ask the customer to wait approximately 30 minutes before trying again.
2. Have them try in an incognito or private window to clear any cached session state.
3. If the lockout persists, go to their profile in the Contacts tab, click … → Change Password, set a temporary password, and share it with them directly — this bypasses the lockout immediately.
4. If the account remains blocked after these steps, contact Kajabi Support.

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Customer logged in successfully but sees a 404 or error page

This is a different issue from a login failure — the customer authenticated correctly, but the post-login routing is broken.

1. Ask the customer to clear their browser cache and cookies and try again, or test in an incognito window.
2. Custom domain vs. .mykajabi.com: If the issue only happens on your custom domain (e.g. learn.yourbrand.com) but not on your .mykajabi.com URL, this is a DNS or Cloudflare configuration issue — not a login problem. Have the customer log in via your .mykajabi.com URL as a workaround while you investigate the domain.
3. Post-login redirect page deleted or unpublished: Check the offer’s post-purchase or post-login URL settings in your Kajabi admin. If the destination page was deleted or unpublished, the redirect will fail. Republish the page or update the redirect URL.