Troubleshooting Login Issues

Having trouble logging into Enrollio? This guide walks you through the most common login issues and how to fix them.

Common Login Errors

Error: Unable to log you in at this time

This error is often caused by security software or internet service provider (ISP) protection features blocking the connection. Here's how to fix it:

Check your internet service provider settings

Some ISPs have security features that can interfere with Enrollio's login process. If you're using one of these providers, try temporarily disabling the protection feature:

Check your security software

Security software can also block login connections. Try these steps:

  • McAfee: Turn off Web Protection following these instructions
  • NordVPN or similar: Temporarily disable VPN software to see if it resolves the issue
  • Survey Junkie: If you've had this software installed, uninstalling it may help update SSL certificates

Note: As long as you're browsing secure websites, temporarily disabling these protection features should not pose any security risks.

Still having issues?

If none of the above solutions work, contact our support team at (888) 732-4197. When you reach out, please have a screen recording ready showing:

  1. Your login attempt
  2. The browser's developer tools (right-click → Inspect → Network tab)
  3. The error response that appears
[SCREENSHOT: Example of browser inspect window with Network tab open during login attempt]

Error: Not able to send the security code at this time

This error means Enrollio can't send your two-factor authentication (2FA) code. Here's how to fix it:

If you're a team member:

Ask your account admin to add or update your phone number in your user profile so the 2FA code can be sent to your device.

If you're the account owner:

Contact our support team at (888) 732-4197 to update your phone number.

Not receiving email verification codes?

If you're expecting an email with your security code:

  1. Check your spam or junk folder for an email titled "Login Security Code"
  2. Make sure your email address is correct in your user profile
  3. Contact support if you still don't receive the code — we can check your email delivery logs
[SCREENSHOT: Example of "Login Security Code" email in inbox]

Error: User does not exist in this account

This error appears when you're trying to log in but your user account hasn't been set up yet. Contact your account owner to create a user account for you.

No error, but the page won't redirect or gets stuck

If the login page loads but nothing happens after you click "Login," try these solutions:

1. Enable cookies

Make sure cookies are enabled for app.enrollio.com in your browser settings.

2. Check for certificate conflicts

Some VPN software (like NordVPN) can interfere with login connections. Here's how to check:

  1. Click the lock icon in your browser's address bar
  2. Click "Connection is secure"
  3. Click "Certificate is valid"
  4. If you see "Issued by: NordVPN" (or similar), temporarily disable the VPN and try logging in again
[SCREENSHOT: Browser security certificate view showing lock icon steps]

Error: Web server is returning an unknown error

This error usually means your browser's cached data is causing conflicts. Clear your site data using the steps below for your browser.

How to Clear Site Data

On Chrome:

  1. Right-click anywhere on the page and select "Inspect"
  2. Click "Application" in the top menu
  3. Click "Storage" in the left navigation
  4. Click "Clear site data" in the center of the screen
  5. Refresh your browser and try logging in again
[SCREENSHOT: Chrome DevTools Application tab showing Clear site data button]

On Safari:

  1. Click "Safari" in the top menu, then "Settings"
  2. Click "Advanced" and check "Show features for web developers"
  3. Right-click on the page and select "Inspect Element"
  4. Click "Storage" at the top of the developer window
  5. Find the site under "Local Storage" and click the trash icon
  6. Refresh your browser and try logging in again
[SCREENSHOT: Safari developer tools showing Storage tab and delete option]

Still Can't Log In?

If you've tried all the solutions above and still can't access your account, our support team is here to help. Contact us at (888) 732-4197 or through the help center.

When you reach out, please have this information ready:

  • The email address you're using to log in
  • What browser you're using (Chrome, Safari, Firefox, etc.)
  • The exact error message you're seeing
  • A screenshot or screen recording of the issue