When experiencing an issue with logging in, first check the Zenfolio status page to make sure that there are no technical issue on Zenfolio's end that would cause an issue with accessing the login page or logging in.
Here is the link to the Zenfolio Status page - http://status.zenfolio.com/
Also check your Zenfolio website to make sure it is online. If it is not online, contact Zenfolio support.
If all system are operational according to the Status page and your site is online, follow these troubleshooting steps to determine the cause of the logging in issue and circumvent it.
- First try logging in using your username instead of your email address, or vice versa if you're using your username to log in instead of your email address. Your username is the first part of your site's default web address (e.g. http://username.zenfolio.com).
- Make sure that the password is being entered accurately. If the password entered deviates from the correct password in any way, the system will not allow the login to occur.
Some things to look for when entering the password:- making sure the caps lock key is OFF
- typing the password directly as opposed to using a copy/paste function
- verifying that a mobile keyboard is not auto-filling a wrong password
- making sure there is not a blank space either before or after the password
- mistaking a zero (0) for an O, or one (1) for an L, or uppercase l.
- Use a different web browser to login to the account. In some cases, there can be an issue with the browser that will prevent the logging in from occurring. Using a different web browser will help verify if this is the case while also providing a way around the issue.
Click HERE for a full list of supported web browsers and links to download them.
- If you're able to login using the other web browser or no other web browsers are available, clearing the cookies from the web browser will usually resolve login issues.
This especially helps when you see that an Unexpected Error has Occurred during login.
Click HERE for how to clear the cookies from most web browser.
- If you're not able to login using a different web browser or after clearing the cookies from the web browser, then there might be a computer or network issue preventing you from logging in. In this case, try these additional troubleshooting steps:
- Try logging in using a different computer or device (e.g. phone or tablet).
- Try connecting your computer to a different network then try logging in.
- Reboot your computer or router.
If you're still not able to login using any of the troubleshooting steps above, please contact Zenfolio support. Make sure to enter the email address listed with your account into the contact page and include the troubleshooting steps that you've tried.
Navigate to the Zenfolio support contact page HERE