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. If the central login page causes issues, use the direct link to your account (https://{tenant}.survalyzer-{eu|swiss}.app).
When you are unable to log in you will see the following:
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.
Please follow the steps below in case of login issues:
1. Reset Password
A. Navigate to https://login.survalyzer.com/password-reset.
B. Fill in your Username and click on “Request password Reset”.
Tip: in most cases your email address is your username.
C. In case you do not receive an email, always check your spam folder.
If the password reset process is also not working and you are in a corporate network, please try to log in 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 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
2. Contact your Account Admin
A. An incorrect password can not be entered more than 5 times for security reasons, and will result in a locked user. The account admin can see whether a user in locked and unlock the user:
B. If the user can still not log in after that, the Account Admin can navigate to the user settings and set a new password. Only do this in a secure way and set up a new password immediately after logging in.
3. Contact Survalyzer
A. If the steps above are not resolving the login issue, please create a ticket by writing an email to: support@survalyzer.zendesk.com. This way the support team can identify whether the owner of the email address has an active user license.
B. The support team will get back to you to resolve your login issue.
4. Reset Multi-Factor Authentication (MFA)
In some cases, when you have Multi-Factor Authentication (MFA) configured, login issues may be related to broken MFA set-up. If you encounter any login issues while providing a password from an authenticator app, try following the steps below:
- Click Password forgotten? Button under the password field and reset your password.
- After resetting, go to the following instruction Enabling 2-factor Authentication (the Step 2: Enable Multi factor Authentication in your profile) and scan the QR code included using any compatible authenticator app (e.g., Microsoft Authenticator or Google Authenticator).
- Login to your account.