Question
Why am I unable to log in to Help Center in Safari or on iOS devices?
Answer
Users occasionally run into issues with logging into the Help Center on their iOS device or when using Safari. This is caused by thePrevent cross-site trackingsetting, which blocks certain types of data from being preserved during the login redirection.Native authentication relies on cross-site tracking, so it needs to be disabled for users to be able to log in using Safari.
This setting is enabled by default and users need to manually disable it to fix the issue. To disable this setting, follow the instructions in this article from Apple's Help Center:Prevent cross-site tracking in Safari on MacorBrowse privately in Safari on iPhone.
5 Comments
We use google login. With iOS update 14.2, when I tried to log in to our KB with google login, it kept going in circles, bringing me back to the login page.
I hadn't made any changes, but this solution fixed it.
Thanks for posting.
Hi Anna
It is extremely disappointing this is a requirement and Zendesk collects this information but when our consumers question it, we get the questions and not Zendesk.
This needs to be resolved permanently.
Hi,
I cannot log into Zendesk on safari. I found an error in console, regarding the Continue button on popin with Cookie requirements.
TypeError: null is not an object (evaluating 'window.opener.location')
I am thankful we can now login to ZenDesk from Safari without disabling "cross-site tracking" (which was never an acceptable solution, btw), but I do hope ZenDesk is still working to fix the login page in step 1, so we can skip steps 2-4 following each logout or session timeout.
When I visit our agent dashboard and am prompted to login (e.g. after a logout or session timeout), I follow these steps...
1. Click the "Continue" link below this message on login page
2. Wait for cookie page to load, then Click the "Continue" button below this message on page
3. Wait for login page to load (again), then click the "Continue" link below this message on login page (again... same message as step 1)
4. Wait for a different login page to load, then enter username, password, and click Sign In
The login page on step 4 is different than the page that appears on steps 1 and 3.
For reference, here are the URLs we're seeing along the way. Even though we have a custom URL for our Help Center (e.g. "support.example.com"), we are sent to the ZenDesk subdomain when we are using our Agent Dashboard (e.g. "example.zendesk.com")
Agent Dashboard
https://example.zendesk.com/agent/dashboard
Step 1 (main login page)
https://support.example.com/access/unauthenticated?return_to=https%3A%2F%2Fexample.zendesk.com%2Fagent%2Fdashboard
步骤2(首席运营官kie page)
https://example.zendesk.com/auth/v2/login/set_cookie
Step 3 (main login page, again)
https://support.example.com/access/unauthenticated?return_to=https%3A%2F%2Fexample.zendesk.com%2Fagent%2Fdashboard
Step 4 (different login page at same URL?)
https://support.example.com/access/unauthenticated?return_to=https%3A%2F%2Fexample.zendesk.com%2Fagent%2Fdashboard
As@...and many other have mentioned it is absolutely unacceptable and disappointing that this thread has been going on for years and this continues to be a requirement.
Our users are shocked to find out they need to disable cross-site tracking to be able to see their ticket. It makes us look bad and Zendesk even worse.
Pleasesign into leave a comment.