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Article ID: CTX228792
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Updated On:
Description
- This article is designed to assist users accessing citrix.com’s 'MyAccount' portal.
- To log in to MyAccount, users must be listed as an active contact under a valid Citrix.com account or organization ID.
- This article does not apply to Workspace login or end-user company specific cloud platform login (e.g., companyname.(cloud)com).
Instructions
Basic Troubleshooting Steps for citrix.com Myaccount Login issues:
NOTE: Use an incognito window or clear your cache and cookies before attempting the troubleshooting steps below.
| Symptoms |
Solution |
| I get an error notification that my username or password is incorrect. |
- Verify that your login credentials (username and password) are correct.
- Ensure you are listed as a contact on your Citrix.com account.
- To get listed on citrix.com, instruct your company's existing Citrix My Account Admin to refer to Adding/Updating Contact information on citrix.com account.
- If all of your company's existing citrix My Account Admins have left the org, Contact support |
| Citrix.com login page is not loading correctly |
- Verify your browser bookmark directs you to the correct login page.
- Make sure your browser does not block Citrix cookies.
- If the issue persists, contact support |
| My account is locked after multiple failed attempts. |
- Wait 30 minutes for the account to be unlocked.
- After 30 minutes, clear cache & cookies or attempt to login using Incognito/InPrivate window.
- If the issue persists, contact support |
| How can I resolve issues related to Authenticator/MFA |
Refer to article Citrix Multifactor Authentication Troubleshooting |
| How can I recover my Citrix My Account Login/User ID or reset my password? |
Refer to the article: How to Reset Citrix My Account Password. |
| How can I change my Citrix My Account username and/or password? |
Refer to the article: How to Change My Account Username and/or Password. |
| What should I do, if I do not receive an email with the password reset link. |
- Check your spam/junk folder and whitelist customerservice@citrix.com and donotreplynotifications@citrix.com.
- Verify with your account Admin that you are a listed contact.
- Contact support |
| The password reset link I received is expired. |
The password reset link is valid for 90 minutes only; request a new one if expired. |
| How can I add or modify contact & company information? |
Refer to the article: Adding/Updating Contact Information on Citrix.com Account. |
| How can I get listed on my company's cloud.citrix.com account |
Instruct your company's existing Cloud admin to refer to article Invite and Manage Citrix Cloud Administrators |
| I have questions regarding Citrix My Account and Partner Portal. |
Refer to the article: FAQ: My Citrix and Partner Portal. |
| I get an 'Access denied -Customer is located in an embargoed country" notification |
If you are not listed in an embargoed country:
- Clear cache & cookies or attempt to login using Incognito/InPrivate window or Contact support |
| I get an 'Access denied -Your access to Citrix resources is denied" notification |
- You must contact your Account Representative.
- If you are not sure of your Account Representative, Contact support |
| My issue is related to Citrix Workspace App. |
- Refer to Citrix Workspace App Assistance for Non-Admins
- If you are an Admin with a current Citrix.com My Account with Active entitlement. Contact support
- If you are an End user (Non-Admin), you must contact your Company's internal IT Department. |
| How can I obtain a New Citrix Account (New Org ID) |
You must reach out to a local partner for assistance |
| Exception for China users. |
These steps apply to all Geos/Countries except China. |
Issue/Introduction
This article provides step-by-step troubleshooting guides to help you resolve common login issues, including forgotten passwords
