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Article ID: CTX228792
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Updated On:
Description
This article is designed to assist users accessing citrix.com, support.citrix.com.
- 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., company name.(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.
| Error |
Solution |
|
I get a pop-up or cannot log in when using a bookmarked URL
|
Use a fresh browser window and go to https://www.citrix.com/account directly.
Avoid bookmarked or old links. Make sure to allow pop-ups when prompted.
If below message pops up, User should click on allow.
|
|
I see the error: "We're sorry. Access is denied."
|
This typically occurs due to old URLs. Visit citrix.com/account > log in > login to My Account and launch Partner Central.
|
|
I see the error: "Please contact your admin to get your contact added to the Citrix account."
|
Missing profile information or sync issues due to recent migration.
- Try resetting your password at https://extsso.cloud.com.
- Ensure your password is updated if it expired.
- Check if you had access to the Supplier Portal previously. Look for an email from Citrix with password reset instructions.
|
|
I see the error: "Unable to Sign In."
|
This might mean you're not added to the Account, or your roles are not added.
- Most issues are resolved automatically, but if it persists, contact your admin to get yourself listed on citrix.com or to add additional roles (refer to Article) or please contact Citrix Support.
|
| I don’t see expected options or features in my account (e.g., roles missing) |
- Contact your organization's Admin to assign or modify roles.
- You can also refer to this article.
Note: Only Admins can edit roles. Certain restrictions apply.
|
| I get an error notification that my username or password is incorrect. |
- Verify that your login credentials (username and password) are correct.
- Refer to the article, to reset password or to know your User ID.
- Ensure you are listed as a contact on your Citrix.com account.
-If you are not listed, have an admin Refer to the article: How to add contacts on a Citrix account - Customer
-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 |
| How can I recover my Citrix My Account Login/User ID or reset my password? |
Refer to the article |
| 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: How to add contacts on a Citrix account - Customer and How to update Company Name & Adress of Citrix 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 |
| 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 article
- 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/restricted contact), 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
