> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/account-management/login/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist.md).

# What do I do if sipgate login is not possible?

If you can no longer log in to your sipgate account, this article provides various ways to restore access to your account.

If you have forgotten your **password** password, you can use your stored email address or your sipgate customer number via **<https://login.sipgate.com/resetpassword>** to request an email to reset the password.

Do you know **your specified email address** any longer? Then enter your customer number and then check all email inboxes for messages from sipgate. Please also check your spam folder.

If you **no longer have access** to the stored email address, send a message via our [contact form](https://help.sipgate.de/hc/de/requests/new?ticket_form_id=55321&_ga=2.195005997.1247440409.1654590351-1494258138.1652706393&_gac=1.188424922.1652706605.CjwKCAjw7IeUBhBbEiwADhiEMTShiuMBuSYPYZnj3k4CbbwqZFxbx_iIRJjzw1L0FlZeVkoRJPlDYhoCCwsQAvD_BwE#form).

To change the stored email address, we need proof of identity. The following documents are valid proof:

* Business registration
* Entry in the commercial register
* an invoice sent by post (not older than three months)
* ID card / passport

{% hint style="info" %}
Note: The free starter plan has no longer been offered to new users since 06/09/2022. For existing customers who have booked the starter plan, nothing will change for the time being.
{% endhint %}

#### **Errors and solutions**

<details>

<summary><strong>Error: "Cookie could not be found. Please make sure that cookies are enabled in your browser."</strong></summary>

**Cause 1:** Saving cookies is disabled\
**Cause 2 Chrome:** settings **-->** Advanced **-->** Content settings **-->** Cookies blocked ([example)](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/ChromeCookiesBlockieren.png)\
**Solution 2 Chrome:** settings **-->** Advanced **-->** Content settings **-->** Allow cookies ([example)](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/ChromeCookiesErlauben.png)\
**Cause 3 ZoneAlarm:** Privacy **-->** Cookie settings **-->** blocked cookies from [www.sipgate.de\\](http://www.sipgate.de\\)
**Solution 3** **ZoneAlarm:** Temporarily disable for login or privacy **-->** adjust cookie settings\
**Cause 4 FireFox:** settings **-->** Privacy & Security **-->** Custom is active + "All cookies"\
**Solution 4 FireFox:** settings **-->** Privacy & Security **-->** Use Standard/Strict or Custom and "Cookies for cross-site activity"\\

**Cause 5: Avast Internet Security: -->** "SSL error message" **-->** SSL check: active and working incorrectly\
**Solution 5:** **Avast Internet Security:** **-->** "SSL error message" **-->** Disable SSL check\\

**Cause 6**: **Mac/Safari:** Private window does not allow cookies to be saved\
**Solution 6: Mac/Safari:** Use a non-private window\\

**Cause 7:** existing sipgate cookie is modified / cannot be used\
**Check**: open the console in the browser: error message: "TypeError: i is undefined"\
**Solution 7:** Delete cookies, log in again\\

**Cause 8:** saving local data is blocked\
**Check**: the error message in the console reads: TypeError: localStorage is null\
**FireFox +55.x cause:** writing local data is disabled\
FireFox address bar: enter "about:config" **-->** dom.storage.enabled value: false\
**FireFox +55.x solution:** allow writing local data\
FireFox address bar: enter "about:config" **-->** dom.storage.enabled value: true

</details>

<details>

<summary><strong>Error: "Server not found / website is not reachable"</strong></summary>

**Cause:** the website is called without https\
**Solution:** use https address [https://.login.sipgate.com/](https://login.sipgate.com/)

</details>

<details>

<summary><strong>Error: "Secure connection failed"</strong></summary>

* The connection to login.sipgate.com was interrupted while it was loading
* The website cannot be displayed because the authenticity of the received data cannot be verified

**Cause 1:** Proxy / company proxy settings are not used by the browser\
**Solution 1.1:** Use other browsers that automatically use the proxy\
**Solution 1.2:** Set the proxy in the browser\
**FireFox:** <http://www.wikihow.com/Enter-Proxy-Settings-in-Firefox>

</details>

<details>

<summary><strong>Error: "Secure connection failed: SSL_ERROR_RX_RECORD_TOO_LONG"</strong></summary>

See [example](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/GesicherteVerbindungFehlgeschlagenSSL.png)

**Error code:** SSL\_ERROR\_RX\_RECORD\_TOO\_LONG\
**Cause:** WinXP + FireFox version 53.x (newer versions are no longer available)\
**Solution:** Use WinXP + Opera 12 or Windows 7/10 + FireFox 55.xx

</details>

<details>

<summary><strong>Error: Login is rejected, login data was entered correctly</strong></summary>

**Cause:** Browser or software firewall prevent the login\
**FireFox approach:** Press F12, perform the login and check the error message in the console, if necessary send it to support\
**IE11 approach:** Press F12, perform the login, check the error message in the console, if necessary send it to support\
**Explanation:**\
POST token: 401 Unauthorized --> access credentials are incorrect\
POST token: 504 timeout --> no internet connection, firewall blocks access, router blocks the website

</details>

<details>

<summary><strong>Error: "A script on this page may be busy or it has stopped responding."</strong></summary>

**Cause:** old Internet Explorer version that does not execute JavaScript correctly\
**Solution:** Use IE 11/ Edge or at least FireFox +55.x or the current version of Chrome

</details>

<details>

<summary><strong>Error: After login, "Enable or install JavaScript" is displayed</strong></summary>

**Cause 1:** JavaScript is disabled in the browser\
**Solution 1:** Enable JavaScript in the browser\
**Solution 1 Chrome:** settings **-->** Advanced **-->** Content settings **-->** Enable JavaScript ([example)](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/ChromeJavaScriptZugelassen.png)\
**Solution 1 FireFox:** enter about:config in the address bar, javascript.enabled value: true ([example)](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/FireFoxJavaScriptErlauben.png)\
**Solution 1.1:** Use another browser in which JavaScript is enabled\\

**Cause 2:** A WebProxy / anonymous proxy is being used that does not allow JavaScript\
**Solution 2:** Use another proxy with JavaScript\
**Solution 2.1:** Disable proxy\\

**Cause 3:** IE 11 gets the login token, but does not use it\
**Solution 3:** IE 11 **-->** Internet options **-->** Security **-->** Trusted Sites **-->** Medium\
Save under sites: <https://app.sipgate.com> and <https://www.sipgate.de>.

</details>

<details>

<summary><strong>Error: Login attempt rejected with error "expiredActionMessage"</strong></summary>

**Cause:** Comodo + Chrome is used\
**Solution:** Use FireFox/Chrome without Comodo for login\
**Problem:** Unfortunately, it is unclear whether Chrome, Comodo, or both are sending something incorrectly **-->** we will not fix the behavior at the moment

</details>

<details>

<summary><strong>Error: Login succeeds, after login you get a white page with error 502 - timeout</strong></summary>

See [example](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/502BadGateway.png)

**Problem:** The login link has no redirect and looks like this See cause\
**Cause:** Link is saved incorrectly / added incorrectly as a bookmark\
<https://login.sipgate.com/auth/realms/sipgate-apps/protocol/openid-connect/auth?response_type=token&client_id=sipgate-app-web&redirect_uri=https://app.sipgate.com>\
**Solution:** sipgate login on <https://www.sipgate.de/>\
Redirect to:\
[https://login.sipgate.com/auth/realms/sipgate-apps/protocol/openid-connect/auth?response\_type=token\&client\_id=sipgate-app-web\&redirect\_uri=https://app.sipgate.com/implicit-auth-redirect?redirect=/](https://login.sipgate.com/auth/realms/sipgate-apps/protocol/openid-connect/auth?response_type=token\&client_id=sipgate-app-web\&redirect_uri=https://app.sipgate.com/implicit-auth-redirect?redirect=/%C2%A0)

</details>

<details>

<summary><strong>Error: Seamonkey displays the logged-in area incompletely</strong></summary>

**Cause**: the FireFox ESR 52 version is too old for correct HTML5 CSS display + loading JavaScript\
**Solution** **Seamonkey**: none known, wait until updates to a newer ESR 55 or higher version are available\
**Deviating**: use FireFox 55 or higher / current version of Chrome

</details>

<details>

<summary><strong>Error: Safari cannot open the page "https://login.sipgate.com"</strong></summary>

**Cause macOS 10.8.5 + Safari 6.2.8**: old Safari browser does not fully support HTML5\
**Solution macOS**: install the current macOS version, then use the current Safari\
**Different 1:** [Opera](https://www.opera.com/de/download) might still be supported\
**Different 2:** log in via another Mac / PC / smartphone with a current browser

</details>

<details>

<summary><strong>Error: "An error occurred, please log in again"</strong></summary>

**Cause FireFox:** saving all cookies is blocked See [example](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/FireFoxAlleCookiesBlockierenAlleFenster.png)\
**Solution FireFox:** FireFox **-->** set privacy to default See [example](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/FireFoxDatenschutzStandard.png) then [www.sipgate.de/login](http://www.sipgate.de/login) open\
**Cause Chrome:** settings **-->** Advanced **-->** Content settings **-->** JavaScript: blocked ([example](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/ChromeJavaScriptBlockiert.png))\
**Solution Chrome:** settings **-->** Advanced **-->** Content settings **-->** JavaScript ([example)](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/accountverwaltung/login/images/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist/ChromeJavaScriptZugelassen.png)

**General cause:** The web user with Google SSO was deleted when a new web user was created. In the Google SSO database the old web user is still linked

**General solution:** have the Google SSO entry deleted via sipgate support so that the next Google SSO login works

</details>

<details>

<summary><strong>Error: Login works, after login white page and redirect to identityVerification</strong></summary>

**Check**: Chrome **-->** F12 console **--> Network**: <https://api.sipgate.com/v2/identityVerification> Error 404\
**Cause**: the address has not been verified, the sipgate account is verified\
**Solution**: please send the currently received letter code to support:\
<team@sipgate.de> for manual activation of the address

</details>

<details>

<summary><strong>Error: Login works, after login white page, loop: /w0 --> w0/authentication --> /w0</strong></summary>

**Cause:** Chrome F12 **-->** Network **-->** "account" **-->** Response **-->** {"message":"Your account is currently locked - navigate to <https://app.sipgatebasic.de/dashboard> to unlock your account."}\
**Solution**: contact sipgate Support so that the command: "finalizeOnboarding" is deleted

</details>

<details>

<summary><strong>Error: Login is executed, circular routing to https://app.sipgate.com</strong></summary>

**Cause**: FireFox older than 55.x is being used (Linux Mint)\
**Solution**: install the current FireFox version or use Chrome / Opera

</details>

<details>

<summary><strong>Error message: "Your browser is not supported"</strong></summary>

**Browser URL:** <https://login.sipgate.com/unsupportedbrowser>\
**Cause IE 11**: login with an unsupported browser such as Internet Explorer 11\
**Solution IE11**: use suggested browsers such as Chrome / FireFox / Opera\
**Cause Chrome 88:** unclear\
**Solution Chrome 88:** unclear\
**Cause FireFox 85:** unclear\
**Solution FireFox 85:** unclear

</details>

<details>

<summary><strong>FireFox error message: Warning: Potential security risk detected</strong></summary>

"FireFox detected a problem and did not open secure.sipgate.de"\
**Cause**: old browser bookmark pointing to the disabled sipgate basic login\
**Solution**: adjust the bookmark in the browser to <https://login.sipgate.com/>

</details>

<details>

<summary><strong>Error: ReCaptcha on sipgate.de is active and after login you see a 403 white page</strong></summary>

**Background**: enabling ReCaptcha was necessary because in the past there were many automated login attempts with leaked credentials from third-party providers\
**Cause 1:** JavaScript in the browser is disabled\
**Solution 1:** JavaScript: enable in browser\
**Cause 2:** Cookies in the browser are blocked\
**Solution 2:** Allow cookies at least for sipgate / third-party cookies can be blocked\
**Cause 3:** Addon/firewall actively blocks requests to google.com\
**Example 3:** Browser + addon [uMatrix](https://addons.mozilla.org/de/firefox/addon/umatrix/?utm_source=addons.mozilla.org\&utm_medium=referral\&utm_content=search) active\
**Solution 3:** Allow access to Google in the addon/firewall or disable the addon

</details>

<details>

<summary><strong>Error: "An error occurred. Please try again"</strong></summary>

**Cause**: when creating the user, no web password could be created\
**Solution**: have sipgate Support reset a password via "PW Reset", then via forgotten password: [https://login.sipgate.com/resetpassword ](https://login.sipgate.com/resetpassword)set a new password of your own.

</details>

<details>

<summary><strong>Error: Website not reachable: Error_Timed_Out</strong></summary>

**Cause:** Unclear\
**Solution:** Unclear\
**Workaround:** Run a trace from your PC/laptop, send us the trace, then we can check which route the requests take.\
Software for Windows: [WinMTR](https://sourceforge.net/projects/winmtr/)

</details>

<details>

<summary><strong>Error: Login not possible. Setup of login credentials required.</strong></summary>

**Error message**: "Cannot login, credential setup required."\
**Cause**: No password is stored.\
**Solution**: run forgot password and set a password: <https://login.sipgate.com/resetpassword>

</details>

<details>

<summary><strong>Error: "Invalid parameter: redirect_uri"</strong></summary>

**Cause:** the login link was modified and is therefore invalid\
\- modified link saved, clicked\
\- browser bookmark saved with a modified link\
Solution: click "back to login" and log in or sipgate.de **-->** click Login

</details>

<details>

<summary><strong>Error: "Page not found"</strong></summary>

**Cause**: the login link was modified\
**Solution**: click "Back to login" or [sipgate.de](http://sipgate.de) **-->** click Login

</details>

<details>

<summary><strong>Error: "Invalid Request."</strong></summary>

**Cause**: The login link was modified\
**Solution**: click "Back to login" or [sipgate.de](http://sipgate.de) click Login

</details>

<details>

<summary><strong>Error: "An error occurred. Please log in again."</strong></summary>

**Cause**: Mobile browser wants to use an old expired session, when rejected it does not redirect to [login.sipgate.com](http://login.sipgate.com) on\
**Solution**: Mobile browser ➔ delete history, [sipgate.de](http://sipgate.de) ➔ login should now work\
or Android ➔ Settings ➔ Default Apps ➔ Browser App: set another browser, repeat login

</details>

<details>

<summary><strong>Error: "An error occurred. Unexpected error while processing the request to the identity provider."</strong></summary>

Cause: No sipgate business plan has been booked for the account yet\
Solution: [sipgate.de](http://sipgate.de) log in, book a plan, then log in to the sipgate app

</details>

<details>

<summary><strong>Error: An internal server error occurred" - SSO login does not work</strong></summary>

Note: sipgate.de ➔ use login via email address, then forwarding to MS/Apple/Google will not happen click SSO login from MS/Apple/Google directly

Cause 1: temporary sipgate disruption\
Solution 1: Wait until the disruption is over. See [Sipgate Status](https://status.sipgate.de/)\
Problem 2: the sipgate user with the affected email address was deleted and re-created with the same email address\
Cause 2: the sipgate login is now trying to load old data instead of the new web user\
Solution 2: inform sipgate Support that the web user was deleted and re-created for a manual fix in the database.\
Cause 3: sipgate web user has email <test@domain.de> but Microsoft has <tester@domain.de>. The different spelling of the email leads to rejection

Solution 3: use the same email at sipgate and Microsoft\
Cause 4: unclear\
Approach 4: send the login error as HAR\
1\. Open the browser (Chrome or Firefox) in incognito mode.\
2\. Press F12 to open the developer tools and go to the Network tab.\
3\. Enable Preserve log.\
4\. Perform the login via [`https://login.sipgate.com`](https://login.sipgate.com) until the error message appears.\
5\. Right-click the list of requests and choose "Save all as HAR with content" or, under "Preserve log", the down arrow "Export HAR"\
6\. Send the HAR to sipgate Support for further analysis

</details>


---

# Agent Instructions
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## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://help.sipgate.de/cloud-telefonanlage/en/account-management/login/was-mache-ich-wenn-sipgate-login-nicht-moeglich-ist.md?ask=<question>&goal=<endgoal>
```

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