> For the complete documentation index, see [llms.txt](https://docs.getgymini.com/gymini/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.getgymini.com/gymini/features/features-overview/settings/user-settings/troubleshooting-login-issues.md).

# Troubleshooting Login Issues

**Introduction**

Encountering login issues while trying to access Gymini can be frustrating. This guide outlines the steps to troubleshoot various login errors and issues that you might encounter.

**Error Messages and Troubleshooting Steps**

**Error: Unable to log you in at this time**

1. **Identify the ISP**: Ask the user to confirm their Internet Service Provider (ISP).
   * **Verizon Fios**: If they are using Verizon Fios, instruct them to disable protection using [this guide](https://www.verizon.com/support/residential/internet/essentials/home-network-protection).
   * **CenturyLink**: For CenturyLink users, direct them to disable secure wifi through [this link](https://kb.plu.edu/page.php?id=109248).
   * **Survey Junkie**: If they had Survey Junkie installed before, ask them to uninstall it to update all SSL certificates on their website.
   * **McAfee**: If McAfee is installed, guide them to turn off web protection using [this tutorial](https://www.help.k12.com/s/article/McAfee-Web-Protection-Enable-Disable).
2. **For Other ISPs**: If the user is not using the ISPs mentioned above, ask them to:
   * **Inspect the Page**: While trying to log in, inspect the page and open the network tab.
   * **Create a Loom**: Record a loom showing the request being sent and displaying the API response.

**Error: Not able to send the security code at this time**

* **Contact Agency Admin**: Ask the user to reach out to the agency admin to add a phone number for 2FA code reception. If the user is the only agency admin, they should contact support at (888) 732-4197 for assistance.

**Error: User does not exist in this Agency**

* **Whitelabel Domain Issue**: This error occurs when the user is not associated with the agency linked to their whitelabel domain.

**No Error but the page just doesn't redirect and got stuck**

1. **Allow Cookies**: Ensure cookies are allowed for app.getgymini.com.
2. **Check Software Interference**:

   * **VPN and Web Protection Software**: Ask the user to turn off or uninstall software like NordVPN that might control browsing activity or web protection.
   * **SSL Certificates**: Instruct the user to update all SSL certificates on their website.
   * **Connection Security**: Ask the user to click on the lock icon at the top left of their browser, then click on "Connection is secure" to view more information.

   <figure><img src="/files/8MnCRnCaIaMiBSar5Q1J" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/NIDZVOTnsGIZxJLpovn6" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/tHpprcfkfAvSQUZPeycB" alt=""><figcaption></figcaption></figure>

**Conclusion**

By following these troubleshooting steps, users can resolve common login issues encountered in Gymini. Encourage users to reach out with specific error messages to facilitate quicker resolution.

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