# 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 solutions to help restore access to your account.

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

Do you no longer know **your specified email address** ? 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 registered 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 registered email address, we require proof of identity. The following proofs are valid:

* business registration
* entry in the commercial register
* an invoice delivered by post (not older than three months)
* identity card / passport

{% hint style="info" %}
Note: The free starter plan has not been offered to new users since 06/09/2022. Nothing will change for existing customers who booked the starter plan for now.
{% endhint %}

#### **Errors and solutions**

<details>

<summary><strong>Error: "Cookie could not be found. Please make sure 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 **-->** blocks cookies from [www.sipgate.de\\](http://www.sipgate.de\\)
**Solution 3** **ZoneAlarm:** temporarily disable for login or adjust privacy **-->** 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 checking: active and working incorrectly\
**Solution 5:** **Avast Internet Security:** **-->** "SSL error message" **-->** disable SSL checking\\

**Cause 6**: **Mac/Safari:** Private window does not allow saving cookies\
**Solution 6: Mac/Safari:** Do not use 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**: the console shows 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

</details>

<details>

<summary><strong>Error: "Server not found / website cannot be reached"</strong></summary>

**Cause:** the website is accessed 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 could not be verified

**Cause 1:** Proxy / company proxy settings are not used by the browser\
**Solution 1.1:** use another browser that automatically uses the proxy\
**Solution 1.2:** set up 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 no longer exist)\
**Solution:** use WinXP + Opera 12 or Windows 7/10 + FireFox 55.xx

</details>

<details>

<summary><strong>Error: login is rejected, login details were entered correctly</strong></summary>

**Cause:** browser or software firewall prevents login\
**FireFox approach:** press F12, perform login and check error message in the console, if necessary send to support\
**IE11 approach:** press F12, perform login, check error message in the console, if necessary send to support\
**Explanation:**\
POST token: 401 Unauthorized --> 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 no longer 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:** WebProxy / anonymous proxy is being used, which 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\
Under Sites: save <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 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 will not fix this 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 as follows See cause\
**Cause:** link is saved incorrectly / bookmarked incorrectly\
<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\
**Different**: 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\
**Deviation 1:** [Opera](https://www.opera.com/de/download) may still be supported\
**Deviation 2:** log in via another Mac / PC / smartphone with a current browser

</details>

<details>

<summary><strong>Error: "An error occurred, please sign 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 standard 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 and a new web user was created. In the Google SSO database, the old web user is still linked

**General solution:** have sipgate support delete the Google SSO entry 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 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

</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: Possible security risk detected</strong></summary>

"FireFox has detected a problem and did not open secure.sipgate.de"\
**Cause**: old browser bookmark that points to the deactivated 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**: activating 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 the 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 add-on/firewall or disable the add-on

</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 a password reset via sipgate support using "PW Reset", then via forgot password: [https://login.sipgate.com/resetpassword ](https://login.sipgate.com/resetpassword)set a new password yourself.

</details>

<details>

<summary><strong>Error: website cannot be reached: Error_Timed_Out</strong></summary>

**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](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**: execute forgot password and set a password: <https://login.sipgate.com/resetpassword>

</details>

<details>

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

**Cause 1**: temporary sipgate outage\
**Solution 1**: wait until the outage is over. See [Sipgate Status](https://status.sipgate.de/)\
**Cause 2**: Keycloak problem, individual SSO users\
**Solution 2**: report it to sipgate support with the error message, then we will check our Keycloak server

</details>

<details>

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

**Cause:** the login link has been 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 has been 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 has been modified\
**Solution**: click "Back to login" or [sipgate.de](http://sipgate.de) click login

</details>


---

# Agent Instructions: 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:

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

The question should be specific, self-contained, and written in natural language.
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