Troubleshooting login issues on Citrix websites

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Article ID: CTX228792

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Updated On:

Description

This article is designed to help users troubleshoot login issues when accessing citrix.com and support.citrix.com.

To sign in to Citrix My Account, you must be listed as an active contact under a valid Citrix account (Organization ID).

This article does not apply to:

  • Citrix Workspace sign-in
  • Company-specific cloud platform logins (for example, company.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.

Common Login Issues and Solutions

Issue Resolution

I receive a pop-up or cannot log in when using a bookmarked URL

 

Open a new browser window and go directly to https://www.citrix.com/account.

Do not use old or bookmarked URLs. If prompted, select Allow to enable required pop-ups.

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I receive the message "We're sorry. Access is denied."

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This usually occurs when accessing an outdated bookmarked URL. Browse to citrix.com/account , sign in to My Citrix Account and for Partner account, launch Partner Central.

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I receive the message "Please contact your admin to get your contact added to the Citrix account."

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Possible reasons are user is missing PureAuth or Profile-api issue most probably user not migrated to new system or cache issue from profile api cache. Please contact Citrix Support

 

 

I receive the message "Access Denied"

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This may indicate that you are not listed as a contact on the account or that your required roles have not been assigned. Contact your organization's Citrix Account Administrator to add you or assign the necessary roles. If the issue persists, please contact Citrix Support.
I cannot see expected options or features in My Account.

- 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.
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
The Citrix.com login page does not load 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 sign-in 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
I am having Multi-Factor Authentication (MFA) issues. Refer to article
How do I recover my User ID or reset my password? Refer to the article
I did not receive the password reset email. - 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. 
- If the email is still not received, contact Citrix Support.
My password reset link has expired. The password reset link is valid for 90 minutes only; request a new one if expired.
How do I get added to my company's cloud.citrix.com account? 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
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

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