Troubleshooting: Login issues

If you're experiencing difficulties logging into your MadKudu account, follow the steps below to resolve the issue:

Invitation and User Permissions

• Make sure you have been invited by one of your MadKudu admin(s) or that your organization has auto-join activated.

• Check your account has the right user permissions to access Copilot: Admin, Architect or Sales User. Role "User" only has access to the MadKudu admin (not Copilot).

Although Copilot has a Chrome extension, note that it is only accessible from the following integrations:

• Salesforce

• Gong

• Outreach

Verify Your Credentials

• Check Email Address: Make sure that you are using the correct email address associated with your MadKudu account by checking

  • to which email the “you have been invited to MadKudu” invitation was sent to

  • or with which email you auto-joined (you should have received a “Welcome to MadKudu” email.

• Check URL:

  • https://admin.madkudu.com/ (Madkudu Admin) and https://studio.madkudu.com (Madkudu Studio) are for Admin, Architect or User roles only. If you’re a Sales User (Copilot only) you won’t be able to log in. More on user roles here.

• Reset Password: If you've forgotten your password, click on the "Forgot password?" link on the login page. You'll receive an email with instructions to reset your password.

• (if applicable to your team) Try another authentication method:

  • Email + Password

  • Google SSO

  • Okta (for Admins, also see Assign Okta users to the MadKudu app)

Clear Browser Cache and Cookies

Why It Matters: Sometimes, stored cache or cookies can cause issues with logging in.

• Try logging in incognito mode (private browsing): The incognito mode disables browsing history and the web cache. To open a private browsing window, use CTRL+Shift+N on Windows or Command+Shift+N on Mac.

• How to Clear your cache: Refer to your browser’s help documentation for instructions on clearing cache and cookies. Once cleared, close and reopen your browser and try logging in again.

Check Browser Compatibility

Supported Browsers: MadKudu is optimized for use with the latest versions of Google Chrome, Firefox, and Safari.

• Restart your browser: Try this quick step first.

• Try a Different Browser: If you're having issues with one browser, try using another supported browser to see if the problem persists.

Disable Browser Extensions

Potential Conflicts: Certain browser extensions (e.g. ad-blockers, privacy tools) may interfere with the login process.

• How to Test: Temporarily disable extensions and try logging in again. If the login succeeds, you may need to adjust your extension settings.

Component specific troubleshooting

• MadKudu Copilot (embedded)

• Troubleshooting Okta login on Chrome Extension

Contact Support

You still can't log in after trying all the above steps? Please get in touch with Madkudu support. Include the following details in your message:

• The email address you’re trying to use for login.

• Where you are trying to login: Chrome Extension, Salesforce embed, Outreach embed, Gong embed, direct browser link

• The authentication method:

  • email + password

  • Google Oauth

  • Okta

• A description of the error message (if any).

• The browser and version you’re using.

We’re here to help you get back on track as quickly as possible!