This article will describe the two most common causes of trouble signing into the Chrome extension, and provide quick and easy steps on checking and resolving for each. If you are running into trouble signing into the Chrome extension, give these a try!
Autofill is adding a space to the email address
Browsers will often offer to remember login credentials and autofill them for you when open a web page. Have you ever started to enter your email address only to have your browser give you a popup allowing you to simply click to enter it? That's the autofill feature.
While it is very convenient, sometimes autofill will add a space to the email address. When that happens, even though it's barely noticeable to us, it will prevent you from signing in. If you are getting a message about an "Invalid username or password", it's likely that there's a space in the email address.
For example, compare the two email addresses below. The first one has a space in front of it. Hard to notice, but will prevent me from logging in as long as it's there.
Fortunately, this is very easy to fix. Simply type your email address manually instead of using autofill, and you should be able to log in. You can even tell the browser to remember it if it offers, which may allow you to use autofill successfully the next time you try to sign in.
The browser is not allowing third party cookies
In order for the Chrome extension to function properly, your browser needs to allow third party cookies. If you've signed into the desktop app (https://app.gograyscale.com) and your Chrome extension is still asking for a password, or you've tried entering your email address and password in the Chrome extension, but it keeps bringing up the login screen or even a blank screen, chances are that your browser is blocking the third party cookies.
Thankfully, this one is also a quick and easy fix:
Google Chrome
Go into Settings
Click on Privacy and security
Click on Tracking Protection
Click the circle next to Allow third-party cookies
I don't see an option to Allow third-party cookies
Note: Chrome is ending support for third-party cookies in Q3 of 2024, and has begun rolling this change out to some of its users already. If you do not see the "Allow third-party cookies" option, then you are one of those they've rolled this change out to.
We are working on a solution for this, but in the meantime you can follow the steps below to temporarily enable third-party cookies. This will enable cookies for 90 days, after which you'll need to repeat this process if we haven't yet implemented our own solution.
Open a tab and go to your applicant tracking system (Greenhouse, Lever, SAP, etc...)
Click the icon on the left edge of the address bar
Click on Tracking Protection
Turn on the Third-party cookies toggle
After 90 days this will automatically turn back off. We hope to have a solution by then, but if you aren't able to sign into the Chrome extension, try repeating these steps to allow third-party cookies for another 90 days
Microsoft Edge
Go into Settings
Click on Cookies and site permissions
Click on Manage and delete cookies and site data
Turn on Allow sites to save and read cookie data (recommended)
Ensure Block third-party cookies is turned off
That's it! Once you've made the change in whichever browser you are using, you can just close and re-open the tab with the Chrome extension and it should function properly this time!
If you are still having issues, Chat with us below and we'll help you out!