Issues logging in

[AaronJG]

Hi all, hope you're all well.

Sadly, I've been locked out of the 3CX web client/admin console for a few weeks now, and am unable to get in:

• We use Google to authenticate and log into our accounts, and when I try to log in, I just get taken back to the login page, rather than into the console:
• 
• I've tried requesting a password reset, but no email has come through (I understand that'll be because we log in via Google, there will be no customer-facing password to reset).
• I've tried different browsers, clearing cache and using a new laptop, but the same issue occurs.
• I don't receive any error messages on screen - it just takes me back to the login page:
• Everyone is still OK accepting calls with the 3CX mobile app. However, I can't make any changes to our phone line for training days, unavailability, or changing messages to help share important updates or to add important declarations.

Has anyone else encountered a fix for this issue? Many thanks!

 

[K_SAK]

You don't have any local admin account?

 

[AaronJG]

You don't have any local admin account?

Hi there, no - as I'm a free user, it's all hosted online. My account is both admin and a phone user. I've checked my emails and I have got the right details to sign into the system, but it just keeps pushing me back to the log-in page, rather than letting me get in.

 

[AndreasPo_3CX]

Hi @AaronJG

Make sure you are using the correct email to login or request a password reset.
We have seen cases in the past where people changed the email of the PBX user and were trying to reset using the old email address.

 

[AaronJG]

Hi @AaronJG

Make sure you are using the correct email to login or request a password reset.
We have seen cases in the past where people changed the email of the PBX user and were trying to reset using the old email address.

Hi @AndreasPo_3CX, thank you! Happy to confirm that it was exactly this Many thanks

 

[Talent647]

Hi! I came across your post today because I'm facing the same issue and can't figure out what's causing it. I remember that I've never changed my email address. I can log in to 3CX portal but I cannot log in to 3cx cloud using google login. It take me back to log in page after I choose google account to log in.
Is there any way to check what is email address I use for PBX user?

Thank you.

 

[Talent647]

Hi @AaronJG

Make sure you are using the correct email to login or request a password reset.
We have seen cases in the past where people changed the email of the PBX user and were trying to reset using the old email

Hello! I tried to look for my PBX email address (the same one I use to log in to 3CX portal) and use it to reset my password in 3CX cloud but I still haven't received any email to reset my password. Any suggestion?

 

[KyriacosS_3CX]

Hello! I tried to look for my PBX email address (the same one I use to log in to 3CX portal) and use it to reset my password in 3CX cloud but I still haven't received any email to reset my password. Any suggestion?

Hi,
First step, have you checked Spam folders?

 

[Talent647]

Hi,
First step, have you checked Spam folders?

Hi,
Yes, I checked. nothing come so far.

 

[SteveITS]

@Talent647 The 3CX portal email is not necessarily the same as your extension email. Do you have a backup you can unzip and look at the XML?

 

[Talent647]

Sorry for my ignorance. What is a backup? How can I unzip or look at the XML? My 3CX is hosted my 3CX on a cloud. Since I can’t login to manage console, I can’t access to any information or setting.
Please send me the latest backup file (.zip) of my 3CX instance, as I cannot access the management console. And please guide me through how to unzip or look in to XML. Thank you

 

[SteveITS]

Oh sorry is this an SMB account? Then you don’t have access to backups as that would be at the server level. (You would have had to download it anyway.) Maybe buy a support ticket from 3CX but I don’t know if they can help in this case.