Login issues
- Optimizely Web Experimentation
- Optimizely Personalization
- Optimizely Performance Edge
- Optimizely Feature Experimentation
- Optimizely Full Stack (Legacy)
Important
If your organization uses Opti ID to login, see Overview of Opti IDOverview of Opti ID for information on how to log in and switch between your Optimizely products.
Troubleshoot
If you have trouble logging in to the Optimizely platform through <app.optimizely.com>, here are a couple of fixes you may want to try:
- Log in after clearing your browser cache and cookiesbrowser cache and cookies, or open a fresh Chrome Incognito browser window and then log in.
- Disable any browser extensions that you currently have running.
- Log in using a different browser.
- Ensure you log in using the SSO link if you are using a single-sign on account (you might see the message Please login through your Identity Provider).
- Try the web application instead if you are trying to log in with a mobile device. Optimizely does not currently support using a mobile device.
If you can log in but have trouble loading your site into Optimizely Web Experimentation or Optimizely Personalization because it requires a login, see Cannot load a password-protected, gated, or session-specific page in the editorCannot load a password-protected, gated, or session-specific page in the editor.
Note
You must close all Chrome Incognito windows to fully clear the cache and cookies. Do this before trying to log in with a fresh Incognito window.
Reset your password
If you need to reset your password,
- Click Need help logging in? on the Home Page.
- Enter your email address and click Send Email.
If you do not receive an email after one to two minutes, check your spam folder. If the email is not in the spam folder and you are using a business email, check with your IT team to see whether emails from Optimizely are auto-detected as spam. You may need to change some settings for the emails to make it through.
After six failed attempts to log in, your Optimizely account locks for 30 minutes, which starts from the most recent attempt. Wait a full 30 minutes before attempting to log in again.
Account recovery request
Still cannot log in? On the Home Page, click Need help logging in?.
On the Forgot Your Password page, click Request help.
On the Account Recovery Request page,
- Enter your Name and E-mail address.
- Enter as much information as possible to describe your situation in the What's going wrong when you try to log in? text field.
- Click Submit. This sends an account recovery request to the Optimizely Support team.
Contact Support
If the previous options do not help, you can File online tickets for Support.