I can't login to my Customer Portal - What can I do?

Different reasons may be preventing you from accessing the Customer Portal. If you are having issues logging in, start by ensuring that:

• you are using the correct email and password credentials
• you have any ad-blockers or browser extensions disabled
• your browser and version are supported:

The browser versions supported by the Unbabel Portal are:

• Chrome 81 or more recent
• Safari 11 or more recent
• Edge 81 or more recent
• Firefox 76 or more recent
• Opera 67 or more recent

Depending on the error message displayed to you, there are some courses of action you can take to regain access. Below you will find these error messages and their corresponding causes and troubleshooting steps listed.

Should you still require assistance, please feel free to reach out to customer.happiness@unbabel.com or use our support form with as much detail as possible.

The error messages are listed below.

Action expired

For security reasons, once you reach the signup page, you will have a limited amount of time to complete the process before the action becomes expired. If that happens, you will be faced with a message either reading Action expired. Press the button to continue to the login page. or Action expired. Please start again., in which case you should click the Enter button or start the process from the beginning respectively. 

Page not found

If you face a Page not found error, there is a chance the URL was changed before opening or that an error is contained in it. Reach out to us at customer.happiness@unbabel.com or via the support form mentioning the error so we can assist you in completing the process. Please make sure to include a screenshot where the browser URL bar is visible and share the URL if possible.

A page displaying "This site can't be reached" is opened

Most likely, the wrong URL to your Portal page was input. Please check for any errors. If the URL is correct, please reach out to us. Take into consideration that the URL for your Portal page respects the format [your_domain].unbabel.com. Please make sure to include a screenshot where the browser URL bar is visible and share the URL if possible.

Invalid username or password.

One of your credentials is wrong. Check for any typos, auto-complete, or saved credentials in your browser/password manager. Bear in mind that the email address you should use is the one you received the activation email in.

In case you need to reset your password, please have a look at this article.

Login timeout. Please log in again / Your login attempt timed out. Login will start from the beginning.

The time limit for the login action has been reached, due to security reasons. Please refresh the page and try again.

Account is disabled, please contact your account manager.

The account you are using to log in to the Unbabel Portal is not authorized. Please reach out to your account manager or support.

Host Key not found

The account you are trying to login with does not have access to the Portal. Please make sure you are using the correct email (should you have an email for using one of our Products and a different one for Customer Portal). The email address to be used should always be the one you received the activation email in.

If you are inserting the correct credentials and see the error, please reach out to the support team so we can troubleshoot for other causes, while copying the email address.