Survalyzer Next Generation has the following two entry points:
- https://login.survalyzer.com
- https://{tenant}.survalyzer-{eu|swiss}.app
For the sake of simplicity login.survalyzer.com is the most convenient endpoint for most of the customers. Only if Single Sign-On is enabled this endpoint won’t work.
In case customers experience the following “invalid credentials” error message multiple root causes could apply.
First of all, the error message could be misleading, since it is a generic error message. The reason for not showing a concrete error message is to avoid exposing security relevant information like “User not found”, “Password wrong” or something similar.
If the central login page doesn’t work, try first the other URL mentioned above. If this works, most likely the user was created or updated recently. It could take up to 15 minutes until new users could use the central login page. Therefore, the first step is always ensuring that the URL https://{tenant}.survalyzer-{eu|swiss}.app works.
If the URL https://{tenant}.survalyzer-{eu|swiss}.app is also not working the next try is to reset the password. If users are migrated from classic, they need to reset the password since passwords are not stored in clear text and therefore could not be migrated.
If the password reset process is also not working and you are in a corporate network, please try login or reset your password from outside the company network like from a smart phone. If that works then most likely a corporate firewall or virus scanner blocks entirely or partly the requests between the browser and Survalyzers servers. In this case you need to reach out to the IT department and whitelist the following URLs:
- EU Datacenter
- https://adminapi.survalyzer-eu.app
- https://{tenant}.survalyzer-eu.app
- CH Datacenter
- https://adminapi.survalyzer-swiss.app
- https://{tenant}.survalyzer-swiss.app
If these steps are not resolving the login issue, please create a ticket by writing an email to: support@survalyzer.com.