Plan requirement
| Subscription | Any plan |
| Access | Admin |
Somebody cannot get in. Six causes, in the order that finds it fastest, starting with the question that halves the list before you check anything.
First question: is it one person or everybody?
One person is an account problem. Everybody is single sign-on, and almost always an expired certificate or secret.
That question splits the causes in half before you check anything.
One: the account is suspended
Suspended rather than locked. Check the team member record before anything else; it takes seconds.
Two: the wrong address
They are signing in with a second address, or a personal one. Zendesk identifies by the primary address, and people forget which one their account uses.
Three: two-factor
A replaced phone, a reinstalled authenticator, recovery codes they never saved. Very common, and it presents as a password problem.
Four: single sign-on
If you use it, there is no Zendesk password to reset. The problem is at the identity provider: an expired certificate, an assignment removed, a group they are no longer in.
Five: IP restrictions
Working from somewhere new, or a VPN they are not connected to. The symptom is that it works in the office and not at home.
Six: they are an end user
Somebody created as a customer cannot reach the agent interface. Occurs when a colleague emailed support before being set up properly.
What to ask them
Which address, what the message says exactly, where they are working from, and whether it ever worked. Those four answers identify the cause most of the time.
If none of it fits
Send pluscloud support the address, the exact error and when it started.
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