Troubleshooting your account

If you are experiencing issues logging in

We're sorry you're experiencing issues with your account. Let's get you some answers.

There are a few ways to troubleshoot and get help with logging in, depending on the nature of your issue.

• You may not yet be registered or invited to an account, or you may not have fully activated your account. Try reviewing and following the appropriate steps detailed in our registration and log-in article.
• You may have recently opted into a self-serve Zappi plan. If you previously ran research within a branded domain (i.e., yourcompanyname.zappi.io), but are now on a self-serve plan, you will now launch research by logging into zappi.io instead. Your username and password credentials will be the same. Note: you will need a credit card on hand to pay for studies you wish to launch.
• If you believe you are using the correct URL and have an active account, but are still unable to login, please contact our support team by emailing support@zappistore.com and include your first name, last name, the email associated with your account, and a short description of your issue.

If you need to reset your password

If for some reason you are unable to access your Zappi platform using your username and password, please contact our support team by emailing support@zappistore.com. They will issue a reset password email. The steps outlined in the email must be followed within 24 hours or the reset will expire and you will have to request a new link.

If you are experiencing any other issues

While automation can do wonderful things and create great opportunities, sometimes tech fails, and when it does you need backup. If you are experiencing issues for any reason please raise a support ticket from the login page.

Additional Troubleshooting

Q: I tried logging in with Google/Apple, but I got an error. What should I do?

A: Sometimes login issues occur due to third-party provider settings or cookies. Try the following:

• Clear your browser cache and cookies.
• Make sure you're using the correct Google/Apple account.
• Ensure third-party cookies are allowed in your browser.
• If the issue persists, try logging in with email/password or contact support.

Q: I can’t see the option to use a passkey. Why?

A: Passkey options may not appear due to:

• Incompatible browser or device (e.g., older versions of Chrome or iOS).
• No biometric or device-based unlock (like Face ID or PIN) enabled.
• Try using a supported browser like Chrome, Edge, Safari, or Firefox on a modern device. You may also need to update your operating system.

Q: I registered a passkey but now it won’t log me in. What went wrong?

A: Possible reasons:

• You’re not logged in to your Apple or Google account where the passkey is stored.
• You’re on a different device than the one where the passkey was registered.
• Device security settings changed (e.g., biometric login disabled).
• Your passkey was deleted or reset.
• Your passkey was revoked on the platform.

Try:

• Logging in with your email/password.
• Using another login method (e.g., Google).
• Re-enabling biometrics or re-registering the passkey in your account settings.

Q: I accidentally created a new account with social sign-on instead of linking it. How can I fix this?

A: This can happen if the email used by your social login differs from your existing account. Contact support to merge or recover your accounts. Be ready to verify your identity.

Q: I’m stuck in a login loop or keep getting redirected. What should I do?

A: This may be due to browser settings or a session issue. Try:

• Logging out and clearing your cookies.
• Using an incognito/private window.
• Disabling browser extensions (especially ad blockers or privacy tools).
• If you're still stuck, switch devices or reach out to support.

Q: I forgot my password and can’t log in. Can I still use a passkey or social sign-on?

A: Yes, if you've previously set up a passkey or linked a social login, use those to sign in. Otherwise, use the “Forgot Password” link to reset your credentials via email.

Q: I enabled a passkey, but now I want to remove it. How can I do that?

A: Go to Account Details, then select Manage Passkeys. From there, you can remove any registered devices. After that, log in using your email/password or another linked method.

FAQ

Q: Will I still be able to log in with my email and password?

A: Yes, traditional email/password login will still be available. You can also use it as a backup if you ever lose access to your passkey or social account.

Q: Is this secure? What happens to my data?

A: Yes, our authorization system follows industry-standard security protocols. Your login credentials are never stored on our servers. Social sign-ons are authenticated through the provider (e.g., Google), and passkeys use cryptographic security.

Q: Do I need to create a new account?

A: No. You can link your existing account to a social sign-on or passkey. Your data, preferences, and history will remain unchanged.

Q: Can I use multiple login methods?

A: If you are using Single Sign On, that will be the only method you can use. Otherwise, yes, you can link multiple login methods (e.g., Google and email/password) to the same account for flexibility and backup.

Q: What if I lose access to my social login or device with a passkey?

A: No problem. You can use an alternate method like your email/password login or contact support for identity verification and account recovery.