What should I do if sipgate login is not possible?
Solutions for sipgate login problems – reset your password, fix browser errors, and handle common error messages with instructions.
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.
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
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.
Errors and solutions
Error: "Cookie could not be found. Please make sure 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 --> blocks cookies from 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
Error: "Server not found / website cannot be reached"
Cause: the website is accessed 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 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
Error: "Secure connection failed: SSL_ERROR_RX_RECORD_TOO_LONG"
See example
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
Error: login is rejected, login details were entered correctly
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
Error: "A script on this page may be busy or 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 version of Chrome
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: 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.
Error: login attempt 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 will not fix this behavior at the moment
Error: login succeeds, after login you get a white page with error 502 - timeout
See example
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=/
Error: Seamonkey displays the logged-in area incompletely
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
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 Deviation 1: Opera may still be supported Deviation 2: log in via another Mac / PC / smartphone with a current browser
Error: "An error occurred, please sign in again"
Cause FireFox: saving all cookies is blocked See example Solution FireFox: FireFox --> set privacy to standard See example then www.sipgate.de/login open Cause Chrome: settings --> Advanced --> content settings --> JavaScript: blocked (example) Solution Chrome: settings --> Advanced --> content settings --> JavaScript (example)
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
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: [email protected] 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 executed, 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: Possible security risk detected
"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/
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-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 active Solution 3: allow access to Google in the add-on/firewall or disable the add-on
Error: "An error occurred. Please try again"
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 set a new password yourself.
Error: website cannot be reached: 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: execute forgot password and set a password: https://login.sipgate.com/resetpassword
Error: "An internal server error occurred" login does not work
Cause 1: temporary sipgate outage Solution 1: wait until the outage is over. See Sipgate Status 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
Error: "Invalid parameter: redirect_uri"
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
Error: "Page not found"
Cause: the login link has been modified Solution: click "Back to login" or sipgate.de --> click login
Error: "Invalid Request."
Cause: The login link has been modified Solution: click "Back to login" or sipgate.de click login
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