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Troubleshooting Login issues

Having trouble logging into GHL Customer Care? Learn how to resolve 2FA code issues, redirect problems, ISP security blocks, and browser errors with this step-by-step guide.

3 min read780 words12 explained imagesUpdated Thu, 10 Jul, 2025 at 3:18 PM
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  1. Error: Unable to log you in at this time
  2. Error: Not able to send the security code at this time
  3. Error: User does not exist in this Agency
  4. No Error but the page just doesn't redirect and got stuck
  5. Error: Web server is returning an Unknown Error
  6. How to remove Site Data on Chrome:1. For chrome, Right-Click on the browser and inspect the page's elements.
  7. How to remove Site Data on Safari:

If you're an agency struggling to receive the two-factor authentication (2fa) code, try logging in using your Google Account at https://clientportal.ghlcustomercare.com.

  
  

    If you're an agency struggling to receive the two-factor authentication (2fa) code, try logging in using your Google Account at https://clientportal.ghlcustomercare.com. (image 1 of 12)
    What this shows Animated from "If you're an agency struggling to receive the two-factor authentication (2fa) code, try logging in using your Google Account at https://clientportal.ghlcustomercare.com.".

  What this shows
  Illustrates the "If you're an agency struggling to receive the two-factor authentication (2fa) code, try logging in using your Google Account at https://clientportal.ghlcustomercare.com." section of "Troubleshooting Login issues".
  This animation appears in the "If you're an agency struggling to receive the two-factor authentication (2fa) code, try logging in using your Google Account at https://clientportal.ghlcustomercare.com." section of "Troubleshooting Login issues". Immediately after, the guide continues: Error: Unable to log you in at this time Error: Not able to send the security code at this time Error: User does not exist in this Agency No Error but the page just doesn't redirect and got stuck Error: Web server is returning an Unknown….
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  Next stepError: Unable to log you in at this time Error: Not able to send the security code at this time Error: User does not exist in this Agency No Error but the page just doesn't redirect and got stuck Error: Web server is returning an Unknown Error

This Article Covers:

Error: Unable to log you in at this time

1. Ask them which Internet service provider (ISP) they are using

If they have Verizon Fios, they may disable protection here:

https://www.verizon.com/support/residential/internet/essentials/home-network-protection

If they have CenturyLink, they may disable secure wifi here: 

https://kb.plu.edu/page.php?id=109248

If they have had Survey Junkie before, they may uninstall to see if it will work as it will update all SSL certificates on your website.

If they have McAfee installed, they may turn off web protection here

https://www.help.k12.com/s/article/McAfee-Web-Protection-Enable-Disable

If they have xfinity, please check

https://www.xfinity.com/support/articles/online-security-with-xfi-faqs

If they are using Spectrum, they may turn off Security Shield here:

https://www.spectrum.net/support/internet/security-shield

We will be working on a long-term solution in the meantime. As long as the user is browsing secure websites on their device, turning off the protection feature should not bring any risks.

2. If they are not using the ISP mentioned above:

When they are trying to log in, Inspect the page, Open the network tab and create a loom with the request being sent. Show the response for the API.

You can give us a call at (888) 732-4197 to open a ticket and send us a Loom video like the one below for us to take a look further.

Error: Unable to log you in at this time (video 1) Open in a new tab

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

Error: Not able to send the security code at this time (image 2 of 12) What this shows You can give us a call at (888) 732-4197 to open a ticket and send us a Loom video like the one below for us to take a look further. What this shows Illustrates the "Error: Not able to send the security code at this time" section of "Troubleshooting Login issues". This screenshot appears in the "Error: Not able to send the security code at this time" section of "Troubleshooting Login issues". The text alongside this image reads: You can give us a call at (888) 732-4197 to open a ticket and send us a Loom video like the one below for us to take a look further. Immediately after, the guide continues: Please reach out to the agency admin to add a user phone number for the user who tries to log in so they can send the 2FA code to the user's phone number. If you are the only agency admin, please reach out to us at (888) 732-4197 so we…. Image 2 of 12 What this coversYou can give us a call at (888) 732-4197 to open a ticket and send us a Loom video like the one below for us to take a look further.
Buttons and menus referenced user phone number
Next stepPlease reach out to the agency admin to add a user phone number for the user who tries to log in so they can send the 2FA code to the user's phone number. If you are the only agency admin, please reach out to us at (888) 732-4197 so we can update the user phone number for you.

Please reach out to the agency admin to add a user phone number for the user who tries to log in so they can send the 2FA code to the user's phone number. If you are the only agency admin, please reach out to us at (888) 732-4197 so we can update the user phone number for you.

To get email verification to work, please watch this video to check further:

Error: Not able to send the security code at this time (video 2) Open in a new tab

Article mentioned:
https://docs.ghlcustomercare.com/support/solutions/articles/48001188059-how-to-check-logs-for-a-specific-email-in-mailgun

1. What is the user login email?

2. Did the user check their spam folder for an email titled "Login Security Code"? 

3. What is the company relationship number? (found in agency settings->company tab)

https://clientportal.ghlcustomercare.com/settings/company

4. Are you using your own SMTP or Mailgun? (check agency settings)

Error: User does not exist in this Agency

If this error is showing up when the user is trying to log in through a whitelabel domain, that means the user is not associated with that agency within the whitelabel domain.

No Error but the page just doesn't redirect and got stuck

1. Make sure cookies are allowed for https://clientportal.ghlcustomercare.com

2. If it's still stuck, 

check If they have software (e.g. NordVPN) that might control browsing activity/web protection before, please turn off / uninstall to see if it will work as it will update all SSL certificates on your website.

Click on the lock icon on the top left > Click on Connection is secure to expand more information

No Error but the page just doesn't redirect and got stuck (image 3 of 12) What this shows Click on the lock icon on the top left > Click on Connection is secure to expand more information What this shows Illustrates the "No Error but the page just doesn't redirect and got stuck" section of "Troubleshooting Login issues". This screenshot appears in the "No Error but the page just doesn't redirect and got stuck" section of "Troubleshooting Login issues". The text alongside this image reads: Click on the lock icon on the top left > Click on Connection is secure to expand more information. Immediately after, the guide continues: It might show Issued by: NordVPN here which means that it will block the page from loading. Image 3 of 12 What to clickClick on the lock icon on the top left > Click on Connection is secure to expand more information
Buttons and menus referenced NordVPNturn off / uninstallConnection is secureCertificate is validIssued by: NordVPN
Next stepIt might show Issued by: NordVPN here which means that it will block the page from loading

Click on Certificate is valid

No Error but the page just doesn't redirect and got stuck (image 4 of 12) What this shows Click on the lock icon on the top left > Click on Connection is secure to expand more information What this shows Illustrates the "No Error but the page just doesn't redirect and got stuck" section of "Troubleshooting Login issues". This screenshot appears in the "No Error but the page just doesn't redirect and got stuck" section of "Troubleshooting Login issues". The text alongside this image reads: Click on the lock icon on the top left > Click on Connection is secure to expand more information. Immediately after, the guide continues: It might show Issued by: NordVPN here which means that it will block the page from loading. Image 4 of 12 What to clickClick on the lock icon on the top left > Click on Connection is secure to expand more information
Buttons and menus referenced NordVPNturn off / uninstallConnection is secureCertificate is validIssued by: NordVPN
Next stepIt might show Issued by: NordVPN here which means that it will block the page from loading

It might show Issued by: NordVPN here which means that it will block the page from loading

No Error but the page just doesn't redirect and got stuck (image 5 of 12) What this shows It might show Issued by: NordVPN here which means that it will block the page from loading What this shows Illustrates the "No Error but the page just doesn't redirect and got stuck" section of "Troubleshooting Login issues". This screenshot appears in the "No Error but the page just doesn't redirect and got stuck" section of "Troubleshooting Login issues". The text alongside this image reads: It might show Issued by: NordVPN here which means that it will block the page from loading. Immediately after, the guide continues: To remove this error you will have to clear the site data. Image 5 of 12 What this coversIt might show Issued by: NordVPN here which means that it will block the page from loading
Buttons and menus referenced NordVPNturn off / uninstallConnection is secureCertificate is validIssued by: NordVPN
Next stepTo remove this error you will have to clear the site data.
No Error but the page just doesn't redirect and got stuck (video 3) Open in a new tab

Error: Web server is returning an Unknown Error

Error: Web server is returning an Unknown Error (image 6 of 12) What this shows It might show Issued by: NordVPN here which means that it will block the page from loading What this shows Illustrates the "Error: Web server is returning an Unknown Error" section of "Troubleshooting Login issues". This screenshot appears in the "Error: Web server is returning an Unknown Error" section of "Troubleshooting Login issues". The text alongside this image reads: It might show Issued by: NordVPN here which means that it will block the page from loading. Immediately after, the guide continues: To remove this error you will have to clear the site data. Image 6 of 12 What this coversIt might show Issued by: NordVPN here which means that it will block the page from loading Next stepTo remove this error you will have to clear the site data.

To remove this error you will have to clear the site data.

How to remove Site Data on Chrome:
1. For chrome, Right-Click on the browser and inspect the page's elements.
How to remove Site Data on Chrome:1. For chrome, Right-Click on the browser and inspect the page's elements. (image 7 of 12) What this shows To remove this error you will have to clear the site data. What this shows Illustrates the "How to remove Site Data on Chrome:1. For chrome, Right-Click on the browser and inspect the page's elements." section of "Troubleshooting Login issues". This screenshot appears in the "How to remove Site Data on Chrome:1. For chrome, Right-Click on the browser and inspect the page's elements." section of "Troubleshooting Login issues". The text alongside this image reads: To remove this error you will have to clear the site data. Immediately after, the guide continues: 2. Then click on Applications from the top - menu and access the Storage option on the left-hand navigation menu 3. You should then be able to see the "Clear Site Data" option on the middle of the screen. Image 7 of 12 What this coversTo remove this error you will have to clear the site data. Next step2. Then click on Applications from the top - menu and access the Storage option on the left-hand navigation menu 3. You should then be able to see the "Clear Site Data" option on the middle of the screen:
 

2. Then click on Applications from the top - menu and access the Storage option on the left-hand navigation menu
3. You should then be able to see the "Clear Site Data" option on the middle of the screen:

How to remove Site Data on Chrome:1. For chrome, Right-Click on the browser and inspect the page's elements. (image 8 of 12) What this shows 2. What this shows Illustrates the "How to remove Site Data on Chrome:1. For chrome, Right-Click on the browser and inspect the page's elements." section of "Troubleshooting Login issues". This screenshot appears in the "How to remove Site Data on Chrome:1. For chrome, Right-Click on the browser and inspect the page's elements." section of "Troubleshooting Login issues". The text alongside this image reads: 2. Then click on Applications from the top - menu and access the Storage option on the left-hand navigation menu 3. You should then be able to see the "Clear Site Data" option on the middle of the screen. Immediately after, the guide continues: 4. Refresh the browser and attempt again. If still unable to login, please contact Support: https://docs.ghlcustomercare.com/support/solutions/articles/155000000969-live-24-7-GHL Customer Care-support-. Image 8 of 12 What to click2. Then click on Applications from the top - menu and access the Storage option on the left-hand navigation menu 3. You should then be able to see the "Clear Site Data" option on the middle of the screen: Next step4. Refresh the browser and attempt again. If still unable to login, please contact Support: https://docs.ghlcustomercare.com/support/solutions/articles/155000000969-live-24-7-GHL Customer Care-support-

4. Refresh the browser and attempt again. If still unable to login, please contact Support: https://docs.ghlcustomercare.com/support/solutions/articles/155000000969-live-24-7-GHL Customer Care-support-

How to remove Site Data on Safari:

 
1. For Safari, you must first enable Developer tools by accessing the browsers settings, by clicking Safari and then settings

How to remove Site Data on Safari: (image 9 of 12) What this shows 1. What this shows Illustrates the "How to remove Site Data on Safari:" section of "Troubleshooting Login issues". This screenshot appears in the "How to remove Site Data on Safari:" section of "Troubleshooting Login issues". The text alongside this image reads: 1. For Safari, you must first enable Developer tools by accessing the browsers settings, by clicking Safari and then settings. Immediately after, the guide continues: 2. Then you have to click on Advanced from the top menu and turn on the box for "show features for web developers". Image 9 of 12 What this covers1. For Safari, you must first enable Developer tools by accessing the browsers settings, by clicking Safari and then settings Next step2. Then you have to click on Advanced from the top menu and turn on the box for "show features for web developers"

2. Then you have to click on Advanced from the top menu and turn on the box for "show features for web developers" 

How to remove Site Data on Safari: (image 10 of 12) What this shows 2. What this shows Illustrates the "How to remove Site Data on Safari:" section of "Troubleshooting Login issues". This screenshot appears in the "How to remove Site Data on Safari:" section of "Troubleshooting Login issues". The text alongside this image reads: 2. Then you have to click on Advanced from the top menu and turn on the box for "show features for web developers". Immediately after, the guide continues: 3. Once the features for web developers are enabled, right-click on the page and inspect the page's elements. Image 10 of 12 What to click2. Then you have to click on Advanced from the top menu and turn on the box for "show features for web developers" Next step3. Once the features for web developers are enabled, right-click on the page and inspect the page's elements.

3. Once the features for web developers are enabled, right-click on the page and inspect the page's elements.

How to remove Site Data on Safari: (image 11 of 12) What this shows 3. What this shows Illustrates the "How to remove Site Data on Safari:" section of "Troubleshooting Login issues". This screenshot appears in the "How to remove Site Data on Safari:" section of "Troubleshooting Login issues". The text alongside this image reads: 3. Once the features for web developers are enabled, right-click on the page and inspect the page's elements. Immediately after, the guide continues: https://docs.ghlcustomercare.com/support/solutions/articles/155000000969-live-24-7-GHL Customer Care-support-. Image 11 of 12 What to click3. Once the features for web developers are enabled, right-click on the page and inspect the page's elements. Next stephttps://docs.ghlcustomercare.com/support/solutions/articles/155000000969-live-24-7-GHL Customer Care-support-
4. From this window, you must first select Storage at the top of the menu, then find the site listed under the Local Storage, and then select the trash icon to clear the clear it out.
How to remove Site Data on Safari: (image 12 of 12) What this shows 3. What this shows Illustrates the "How to remove Site Data on Safari:" section of "Troubleshooting Login issues". This screenshot appears in the "How to remove Site Data on Safari:" section of "Troubleshooting Login issues". The text alongside this image reads: 3. Once the features for web developers are enabled, right-click on the page and inspect the page's elements. Immediately after, the guide continues: https://docs.ghlcustomercare.com/support/solutions/articles/155000000969-live-24-7-GHL Customer Care-support-. Image 12 of 12 What to click3. Once the features for web developers are enabled, right-click on the page and inspect the page's elements. Next stephttps://docs.ghlcustomercare.com/support/solutions/articles/155000000969-live-24-7-GHL Customer Care-support-
5. Refresh the browser and attempt again. If still unable to login, please contact Support: https://docs.ghlcustomercare.com/support/solutions/articles/155000000969-live-24-7-GHL Customer Care-support-

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