What should I do if I can't log in to sipgate?
Solutions for sipgate login problems - reset your password, fix browser errors and common error messages with instructions.
If you can no longer log in to your sipgate account, this article provides various possible solutions for restoring 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 no 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.
To change the stored email address, we need proof of identity. The following documents are valid as proof:
business registration
entry in the commercial register
an invoice sent by mail (not older than three months)
ID card / passport
Note: The free starter plan has no longer been offered to new users since 06/09/2022. For existing customers who booked the starter plan, nothing will change for now.
Errors and solutions
Error: "Cookie could not be found. Please make sure that cookies are enabled in your browser."
Cause 1: Saving cookies is disabled Cause 2 Chrome: settings --> Advanced --> Content settings --> Cookies blocked (example) Solution 2 Chrome: settings --> Advanced --> Content settings --> Allow cookies (example) Cause 3 ZoneAlarm: Privacy --> Cookie settings --> blocked cookies from 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: Do not use a private window\
Cause 7: existing sipgate cookie has been 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: in the console you see the error message: 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
Error: "Server not found / website is unreachable"
Cause: the website is called without https Solution: use https address https://.login.sipgate.com/
Error: "Secure connection failed"
The connection to login.sipgate.com was interrupted while it was being loaded
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 up proxy in the browser FireFox: http://www.wikihow.com/Enter-Proxy-Settings-in-Firefox
Error: "Secure connection failed: SSL_ERROR_RX_RECORD_TOO_LONG"
See example
Error code: SSL_ERROR_RX_RECORD_TOO_LONG Cause: Use WinXP + FireFox version 53.x (newer versions no longer exist) Solution: Use WinXP + Opera 12 or Windows 7/10 + FireFox 55.xx
Error: login is denied, login data was entered correctly
Cause: Browser or software firewall prevent login Firefox approach: Press F12, perform login, and check the error message in the console; if necessary send it to support IE11 approach: Press F12, perform login, check the error message in the console; if necessary send it to support Explanation: POST token: 401 Unauthorized --> access data is incorrect POST token: 504 timeout --> no internet connection, firewall blocks access, router blocks the website
Error: "A script on this page may be busy or it is no longer responding."
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 Chrome version
Error: After login, "Enable or install JavaScript" is displayed
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) Solution 1 FireFox: enter about:config in the address bar, javascript.enabled value:true (example) 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 receives the login token, but does not use it Solution 3: IE 11 --> Internet options --> Security --> Trusted sites --> Medium Store the sites: https://app.sipgate.com and https://www.sipgate.de.
Error: Login attempt is rejected with error "expiredActionMessage"
Cause: Comodo + Chrome is being used Solution: Use FireFox/Chrome without Comodo for login Problem: Unfortunately, it is unclear whether Chrome, Comodo, or both are sending something incorrectly --> we currently will not fix the behavior
Error: Login succeeds, after login you receive a white page with error 502 - timeout
See example
Problem: The login link has no redirect and looks like this. See cause Cause: Link is saved incorrectly / incorrectly added as 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 at 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=/
Error: Seamonkey displays the logged-in area incompletely
Cause: The FireFox ESR 52 version is too old for correct HTML 5 CSS rendering + loading of JavaScript Solution Seamonkey: no known solution, wait until updates to newer ESR 55 or higher version are available Different: use FireFox 55 or higher / the current Chrome version
Error: Safari cannot open the page "https://login.sipgate.com"
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 Deviating 1: Opera might still be supported Deviating 2: log in via another Mac / PC / smartphone with a current browser
Error: "An error occurred, please log in again"
Cause FireFox: saving all cookies is blocked See example Firefox solution: FireFox --> set privacy to standard See example then www.sipgate.de/login open Cause Chrome: settings --> Advanced --> Content settings --> JavaScript: blocked (example) Chrome solution: settings --> Advanced --> Content settings --> JavaScript (example)
General cause: The WebUser with Google SSO was deleted and re-created as a new WebUser. In the Google SSO database, the old WebUser is still linked
General solution: have the Google SSO entry deleted via sipgate support so that the next Google SSO login works
Error: Login works, after login white page and redirect to identityVerification
Check: Chrome --> F12 console --> Network: https://api.sipgate.com/v2/identityVerification Error 404 Cause: the address is not 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
Error: Login works, after login white page, loop: /w0 --> w0/authentication --> /w0
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
Error: Login is performed, circular routing to https://app.sipgate.com
Cause: FireFox older than 55.x is being used (Linux Mint) Solution: install the current FireFox version or use Chrome / Opera
Error message: "Your browser is not supported"
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
FireFox error message: Warning: Potential security risk detected
"FireFox has detected a problem and did not call secure.sipgate.de" Cause: old browser bookmark that points to the disabled sipgate basic login Solution: adjust the bookmark in the browser to https://login.sipgate.com/
Error: ReCaptcha on sipgate.de is active and after login you see a 403 white page
Background: activating ReCaptcha was necessary because in the past there were many automated login attempts with leaked credentials from third parties Cause 1: JavaScript is disabled in the browser Solution 1: JavaScript: enable in the browser Cause 2: Cookies are blocked in the browser 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 active Solution 3: Allow access to Google in the addon/firewall or disable the addon
Error: "An error occurred. Please try again"
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 set a new password of your own.
Error: Website unreachable: Error_Timed_Out
Cause: Unclear Solution: Unclear Workaround: Run a trace from your PC/laptop, send us the trace, and we can then check which route the requests take. Software for Windows: WinMTR
Error: Login not possible. Setup of login credentials required.
Error message: "Cannot login, credential setup required." Cause: no password is stored. Solution: run forgotten password and set a password: https://login.sipgate.com/resetpassword
Error: "Invalid parameter: redirect_uri"
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
Error: "Page not found"
Cause: the login link was modified Solution: click "Back to login" or sipgate.de --> click Login
Error: "Invalid request."
Cause: The login link was modified Solution: click "Back to login" or sipgate.de click Login
Error: "An error occurred. Please log in again."
Cause: Mobile browser wants to use an old expired session, does not redirect to login.sipgate.com continue Solution: Mobile browser ➔ clear history, sipgate.de ➔ login should now work or Android ➔ Settings ➔ Default apps ➔ Browser app: set another browser, repeat login
Error: "An error occurred. Unexpected error while processing the request to the identity provider."
Cause: No sipgate business plan has yet been booked for the account Solution: sipgate.de log in, book a plan, then log in to the sipgate app
Error: An internal server error occurred" - SSO login does not work
Note: sipgate.de ➔ use login via email address, the redirect to MS/Apple/Google then does not happen. Click the SSO login from MS/Apple/Google directly
Cause 1: temporary sipgate outage Solution 1: wait until the outage is over. See Sipgate Status Problem 2: the sipgate user with the affected email address was deleted and re-created with the same email address Cause 2: sipgate login is now trying to load old data instead of the new WebUser Solution 2: inform sipgate Support that the WebUser 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 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 until the error message appears.
5. Right-click in the list of requests and choose "Save all as HAR with content" or, with "Preserve log", use the down arrow "Export HAR"
6. Send the HAR to sipgate Support for further analysis
Error: Sorry, you have been blocked. You are unable to access kinsta.cloud
Cause: The web address resolves as sipgate.de/login . Solution: change the address to login.sipgate.com
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