---
title: "Troubleshooting: Login issues"
slug: "troubleshooting-login-issues"
updated: 2025-11-05T15:57:37Z
published: 2025-11-05T15:57:37Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.madkudu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Login issues

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

### Login frequency

HG Insights will ask for your identification every 30 days.

### Invitation and User Permissions

- Make sure you [have been invited](https://help.madkudu.com/docs/invite-users-to-madkudu) by one of your HG Insights admin(s) or that your organization has [auto-join](https://help.madkudu.com/docs/enabling-auto-join-for-copilot) activated.
- Check your account has the right [user permissions](https://help.madkudu.com/docs/user-roles-permissions) to access Copilot: Admin, Architect or Sales User. Role "User" only has access to the [HG Insights admin](https://app.madkudu.com/login) (not Copilot).

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

- [Salesforce](https://help.madkudu.com/docs/how-to-display-madkudu-info-in-salesforce)
- [Gong](https://help.madkudu.com/docs/how-to-install-madkudu-in-gong-engage-1)
- [Outreach](https://help.madkudu.com/docs/outreach-embed)

#### Verify Your Credentials

- **Check Email Address**: Make sure that you are using the correct email address associated with your HG Insights account by checking
  - to which email the “you have been invited to HG Insights” invitation was sent to
  - or with which email you auto-joined (you should have received a “Welcome to HG Insights” email.
- **Check URL**:
  - [https://admin.HG Insights.com/](https://admin.madkudu.com/) (HG Insights Admin) and [https://studio.madkudu.com](https://studio.madkudu.com) (HG Insights 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](/v1/docs/user-roles-permissions).
- **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 HG Insights app](https://help.madkudu.com/docs/assign-okta-users-to-the-madkudu-app))

![](https://cdn.document360.io/a55e7ea5-b8ac-4456-874d-10cc92097370/Images/Documentation/image(758).png)

#### 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: HG Insights 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

- [HG Insights Copilot (embedded)](https://help.madkudu.com/docs/troubleshooting-madkudu-copilot-embedded)
- [Troubleshooting Okta login on Chrome Extension](https://help.madkudu.com/docs/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 [HG Insights support](/v1/docs/get-help-from-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!