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Sign-In Problems

If you cannot sign in to Agentsy, start by checking which account or experience you are trying to access. An Agentsy account used to manage an AI Experience is different from a visitor account used to chat with an assistant. This guide walks through common sign-in problems and safe ways to regain access.

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Start with these checks

1. Check the website address. Open the Agentsy sign-in page or the link provided by your organization. A branded AI Experience website may have a different sign-in flow from the administrative dashboard.
2. Confirm your email address. Use the email associated with the account you intend to access. Check for spelling mistakes and extra spaces.
3. Check your password. Passwords are case-sensitive. If you use a password manager, verify that it selected the correct credentials for this website.
4. Try a private browsing window. This helps determine whether saved cookies, extensions, or an old session are interfering.
5. Try another browser or device. If the issue occurs only in one browser, update it and review its cookie settings.

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Understand which sign-in you need

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Forgot your password?

If a Forgot password or similar recovery option is available on the relevant sign-in screen:

1. Select the password recovery option.
2. Enter the email address associated with your account.
3. Look for the recovery email, including in spam or junk folders.
4. Follow the instructions in the email and use the newest valid recovery link.
5. Return to the appropriate sign-in page and try your updated password.

If you do not receive a recovery email, confirm the address and allow time for delivery before requesting another. If recovery remains unavailable, contact support through your established Agentsy support channel.

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You see “Invalid email or password”

This message usually means the credentials could not be accepted. Try the following:

• Re-enter the email manually, without autofill.
• Check that your password manager is not using credentials saved for another AI Experience or environment.
• Use the available password recovery process if you are unsure of the password.
• Confirm whether you originally registered as a visitor rather than an organization administrator.

Avoid repeated rapid attempts. If you still cannot sign in, request assistance instead of sharing your credentials.

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You see “You need to sign in or sign up before continuing”

This message can appear when you open a page that requires authentication, or when a link or redirect sends you to a protected route.

1. Check whether the page you intended to open is public or restricted.
2. If you were trying to visit an AI Experience’s homepage, open its main website address directly.
3. If you were trying to manage an experience, sign in with an authorized administrative account.
4. If the error appears after clicking a logo, navigation item, or button that should lead to a public page, record the URL and report the navigation issue.

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You can sign in, but cannot access the right organization

An account may authenticate successfully without having permission to view a particular organization’s settings.

• Verify that you used the correct email address.
• Confirm that you were granted the appropriate organization access.
• Ask the organization owner or authorized administrator to review your permissions.
• If you manage multiple experiences, make sure you are opening the correct one.

See Members and Permissions and Organization Settings.

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You cannot access a private or invite-only AI Experience

Private access is separate from administrative access. If an AI Experience requires an invitation or authorization:

• Check that you are using the invited email address.
• Confirm that the invitation or access instructions are still valid.
• Contact the AI Experience owner to verify your access.
• Do not attempt to bypass its access restrictions by changing URLs.

Learn more in Public and Private Access and Guest Chat and Registration.

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Sign-in page keeps refreshing or redirecting

If you are sent back to sign-in after entering your credentials:

1. Try a private browsing window.
2. Check whether your browser allows the cookies needed for the sign-in flow.
3. Temporarily disable browser extensions that modify cookies or redirects, then retry.
4. Start from the correct website address rather than an old bookmark to a protected page.
5. If the issue occurs on a custom domain, check whether the domain is connected and HTTPS is working properly.

For domain-specific issues, see Custom Domains and DNS.

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Account security concerns

If you suspect that someone else accessed your account:

• Change your password using the supported account recovery or profile controls.
• Secure the email account associated with Agentsy.
• Review administrative access with your organization owner.
• Contact Agentsy support promptly and describe the concern without sending passwords or secret codes.

See Security.

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When to contact support

If the steps above do not resolve the issue, provide enough detail to investigate without exposing sensitive information. You can include a screenshot with personal details hidden. Do not send passwords, reset links, authentication tokens, or sensitive visitor information. See Contact Support or Report a Bug.

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Sign-in troubleshooting checklist

• I am using the correct website and account type.
• I checked my email address and credentials.
• I tried the available password recovery flow if needed.
• I tested a private window or another browser.
• I confirmed organization permissions or private invitations where relevant.
• I recorded the error and URL if the problem continues.