Recommended Troubleshooting Steps
Sometimes users get logged out or have trouble getting into their accounts. Is your login page freezing, or are you logging in to a blank screen? Are you getting CAPTCHA errors? We've seen it all, and we are here to help. Often, issues like CAPTCHA errors occur because the reCAPTCHA step was not completed. Make sure to verify the reCAPTCHA box during login as this can help resolve such errors swiftly. Common causes for login issues typically include outdated cache, incomplete account registrations, incorrect login pages, or issues with your credentials. Most login issues we come across are resolved by the user updating login credentials or clearing cache & cookies. Read below for more insight into steps you can take to get back into your Loxo.
Pro Tip: Try logging in after each step to see if the issue is resolved. This will help you determine where the issue might have been, so you can keep this in mind for future reference!
First, make sure you're using the correct email address and password associated with your Loxo account. If you need to reset your password, you can do so by clicking "Forgot password?" or using this link: https://app.loxo.co/reset-password.
This step is particularly helpful in cases where the login page "freezes" after entering your password and attempting to sign in. This indicates that there was an issue verifying your credentials (such as a previous or outdated password, multiple unverified sign-in attempts, etc.). Updating your login credentials can usually help restore access.
Clear your cache and cookies for app.loxo.co and loxo.co. To do so, you can follow the steps below.
Note: the example below uses a Google Chrome browser. If you are on a different browser, the steps to clear your site data might be different.
1. In the address bar, click on the "View site information" option, located to the left of the web page URL.
2. Click onCookies and site data3. Click on
Manage on-device site data
4. Use the trash can icon to delete saved data for Loxo. There may be two or more URLs listed (loxo.co, app.loxo.co, a domain with your agency's slug, etc.)
After clearing your site data, you will need to reload the page to try signing in again. If clearing the cache for the Loxo site specifically does not resolve the issue, you may need to clear your data on the browser level.
If you're using a VPN, try disabling it or removing it from the browser/device.
If you have antivirus software installed, disable it or ensure Loxo has been added as a trusted site.
Kaspersky is a well-known antivirus software that has caused login issues for some Loxo users. To prevent Kaspersky from affecting your ability to log in or access Loxo, please follow the steps below to add Loxo as a trusted address:
Go to your Security Settings in Kaspersky.
Select Network Settings.
Click Configure Trusted Addresses.
Click Add, then enter the domain:
*.loxo.co(using the asterisk symbol acts as a wild card to allow access across all parts of Loxo)Set the Status to Active.
Click Add, then Save.
Make sure your Loxo Chrome Extension is up to date, or remove and reinstall it.
Check to make sure other extensions or plugins are not interfering with the system. Uninstall any unused tools, and update any extensions that you use regularly. If this step does not help, you can try turning each extension off and then trying to log in after each to see if you can identify any issues.
Try logging in on a different browser, internet network, or device.
If you can log in on another browser, ensure your regular browser is up to date and that you have followed the steps to clear your browsing data. You can also try removing and reinstalling your regular browser to see if that helps.
If you can log in on another network, this might be due to your internet connection. You'll likely need to troubleshoot this on a local level with your main network to see what the blocker is.
If you can log in on another device, there might be further troubleshooting you need to do to determine why the site isn't loading on your main device. Start by comparing for differences in the devices' setups to see if anything stands out.
Ensure you are using the correct login page. Users can navigate to https://app.loxo.co/login to sign in. You can learn more about Loxo's sign-on features here.
If you're unable to replicate the login issue in an Incognito Window, on another device, or in another browser such as Microsoft Edge, this indicates that there is a local issue with your browser or device. In this case, please contact your IT department for further assistance with troubleshooting.
Additionally, always double-check credentials and configurations when encountering login or authentication errors. Use secure and unique passwords for all accounts to enhance security.
If you're still unable to log in after trying the above suggestions, please reach out to support@loxo.co for further assistance. If you are receiving any sort of error messages, please include a screenshot to help streamline the troubleshooting process from there!
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