Troubleshooting login and browser issues

Updated

If you have trouble logging into Customer.io, we have a few tips to help you get back up and running.

Help, Customer.io isn’t loading!

If you see a perpetual loading spinner when you try to log in to Customer.io, you have trouble logging in, or you find the interface to be a little sluggish, you might have a problem with your web browser.

Here’s the typical troubleshooting path for browser-related issues in Customer.io:

  1. Update your browser.
  2. Clear your browser cache.
  3. Try disabling your add blocker or using Customer.io in incognito mode.
  4. Make sure that Customer.io isn’t blocked at the network level.
  5. If you still have trouble logging in, generate a HAR file so we can help debug the issue and contact us.

Browser compatibility is the typical problem

If you have trouble logging in, or you see another problem in Customer.io, try updating your browser to the latest version.

We actively test our user interface with the latest two major versions of Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari.

Clear your browser cache

We cache some data in your browser to improve performance. On rare occasions, the cache causes problems. If you have trouble with Customer.io, clearing your browser cache often fixes the problem.

To clear cache for Customer.io—and only Customer.io—try performing a “hard refresh.” When you’re on https://fly.customer.io/login:

  • All browsers on Windows or Linux: Press Ctrl + F5.
  • Safari: hold Shift and click the reload icon in the toolbar.
  • Chrome and Firefox on MacOS: Press Cmd + Shift + R.

If that doesn’t work, you might try clearing all your browser cache. See instructions for Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

Clear cache for Customer.io

To clear your cache for Customer.io, and only Customer.io:

  1. In Chrome, click More and go to Settings .
  2. Click Privacy and security and then Third-party cookies.
  3. Click See all site data and permissions.
  4. At the top right, search for fly.customer.io.
  5. To the right of the site, click Delete .

  1. Go to the Firefox menu in the upper-left of your browser and select Preferences or Settings depending on your operating system.

  2. Click Privacy & Security and go to the Cookies and Site Data section.

  3. Click Manage Data… and search for fly.customer.io.

  4. Click Remove All Shown.

  5. Click Save Changes.

  1. In Edge, click Settings and more > Settings > Cookies and site permissions.

  2. Under Cookies and data stored, select Manage and delete cookies and site data > See all cookies and site data and search for fly.customer.io.

  3. Select the down arrow to the right of the site and click Delete .

  1. In Safari, choose Safari > Settings, and click Privacy.

  2. Click Manage Website Data.

  3. Select fly.customer.io, and click Remove.

Disable your ad blocker or use incognito mode

Some ad blockers can interfere with Customer.io. If you have trouble logging in, try disabling your ad blocker for Customer.io or using incognito mode.

If you can log in without your ad blocker, you might need to add Customer.io to your ad blocker’s allowlist.

Make sure that Customer.io isn’t blocked at the network level

In extreme cases, we’ve seen some virtual private networks (VPN) or company network firewalls interfere with Customer.io.

If you have trouble logging in, try disabling your VPN. If you’re on a company network and you still have trouble, you might need to contact your IT department to un-block Customer.io.

I can’t accept an invitation!

Did you create a trial account under your email address or did you previously belong to a different Customer.io account?

Your email address can only belong to a single account in Customer.io. So, before you can accept the invitation, we need to free up your email address.

  1. If you created a trial account under your email address, cancel your trial.
  2. Contact us to disconnect your email address from the trial account.
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