If you, or somebody in your organization is struggling to login into Qualtrics, you may want to try the following troubleshooting steps before reaching out to support.
Oftentimes, login issues will be caused by a local error. To check if that’s the case, please try:
- Clearing your cache and cookies or using Incognito mode. Your browser will accumulate tracking information and will save some useful information as you browse the web. However, this can sometimes interfere with pages loading or acting as expected. Start with this step if you cannot login.
- Trying a different browser. Sometimes your browser may not be up-to-date, or some extensions may be blocking you from navigating the web. Please check if the issue occurs in one or multiple browsers. If you do, mention it to the Support team – it’s a useful bit of information.
- Make sure that the issue isn’t caused by your internet connection. If you use a VPN, toggle it off. If you’re on wifi, try using a wired (ethernet) connection, or a hotspot. Sometimes your organization may lock the IP address ranges you can login from, so make sure that nothing has changed in your internet setup since the last time you logged in.
If those steps fail, move to verifying if you’re using the correct login method and credentials:
- Reset your password. If you're an SSO user, please make sure to try and reset your SSO password (with Google, Microsoft, your internal SSO system.) Resetting your Qualtrics credentials does not influence your SSO login issues in any way.
- On that note, make sure you’re using the correct connection type. If you’ve always logged in with a Qualtrics username and password, you may not have access to login with SSO. Similarly, you may be restricted to login with SSO if you have been an SSO user.
- Make sure you are using the correct link. Your login link will probably look something like: brand name.qualtrics.com. Some organizations do not allow their users to login directly from qualtrics.com for security reasons.
If you’re locked out of your account due to too many failed login attempts, you will most probably need to wait for an hour before login. This is the default amount of time that the lockout is set to (can be changed by an administrator.) This is to prevent brute force attacks on your account and is there for your security.
If all else fails, and you think you’re using the correct username and password, generate a HAR file of the login attempt and send it over to Qualtrics support. Instructions for recording HAR files can be found here. This greatly speeds up the resolution time of your ticket, as it allows us to pinpoint the exact issue with the login. We will be happy to help!
