Unable to Authenticate into the Reltio Support Portal

Overview

Some users may be unable to sign in to the Reltio Support Portal even after being correctly added to their organization’s account.

This issue typically occurs when browser tracking prevention or cookie restrictions block the cross-site cookies required for authentication between the Reltio Platform and the Reltio Support Portal (powered by Zendesk).

Symptoms

If you’re affected, you may notice one or more of the following:
    •    You’ve been successfully added to your organization’s Reltio Support Portal account.
    •    You can log in to your Reltio tenant, but not the Support Portal.
    •    Clicking “Sign in” on the Support Portal landing page does nothing—no error message, no page redirect.

Likely Root Cause

Most commonly, the issue is caused by your browser’s tracking prevention settings or third-party cookie restrictions.

These settings can block the authentication cookies exchanged between Reltio and Zendesk, preventing your login from completing.

Resolution Steps

1. Go to https://support.reltio.com.

2. Click the site setting in the address bar.

   1. On Microsoft Edge, it's the lock icon (🔒) in the address bar.

   2. On Google Chrome, it's the sliders/tune icon that looks like this ( )  in the address bar.

   3. On Apple's Safari, Open Safari > Settings > Advanced (or Preferences > Privacy on some versions).

3. Turn off any cross-site tracking

   1. On Microsoft Edge: Turn off “Tracking prevention for this site.”

   2. On Google Chrome: Enable “Allow third-party cookies,” or add *.reltio.com to the list of sites allowed to use third-party cookies.

   3. On Apple's Safari: In the Advanced or Privacy tab, uncheck “Block all cookies.”

4. Refresh the page and try signing in again.

Once these settings are updated, your browser will allow the necessary authentication cookies, and you should be able to log in successfully. 

If you cannot change these settings, you will likely need to reach out to your team's IT/Security team to have these settings changed for our web domain. 

Additional Notes

If the issue persists after adjusting browser settings:

1. Try using an incognito/private window to rule out cached settings or extensions. If it works in an incognito/private window, proceed to clear your browser's cache and cookies, then retry. 

2. If you’re on a corporate network or VPN, confirm that no security extensions or firewalls are blocking third-party cookies for reltio.com or zendesk.com.

    

If none of the above work, please send an email to our support team or reach out to your team's Customer Service Manager, who can help connect you with our team.