What to do if you can't log in to your sipgate account?

If you're unable to log into your sipgate account, this article provides various solutions to restore access.

Resetting Your Password

If you've forgotten your password, you can request a reset email using your registered email address or sipgate customer number at: https://login.sipgate.com/resetpassword
If you no longer remember the registered email address, enter your customer number and check all email inboxes for messages from sipgate, including your spam folder.
If you no longer have access to the registered email address, please contact us via our contact form.

Changing Your Registered Email Address

To change the registered email address, we require identity verification. Accepted documents include:

• Business registration

• Commercial register entry

• A postal invoice (no older than three months)

• ID card 

Errors & Solutions

Error: "Login in progress, but 'Cookie not found.' Please ensure cookies are enabled in your browser."
Cause 1: Cookies are disabled.

• Chrome: Settings ➔ Advanced ➔ Content Settings ➔ Cookies blocked.

• Solution: Enable cookies in settings.

• ZoneAlarm: Privacy ➔ Cookie Settings ➔ Blocks sipgate.de cookies.

• Solution: Temporarily disable ZoneAlarm or adjust cookie settings.

• Firefox: Settings ➔ Privacy & Security ➔ Custom mode with "All Cookies" blocked.

• Solution: Use Standard/Strict mode or allow cross-site cookies.

Cause 2: Avast Internet Security SSL scanning issue.
Solution: Disable SSL scanning in Avast.
Cause 3: Safari private browsing mode prevents cookie storage.
Solution: Use a non-private browsing window.
Cause 4: A modified sipgate cookie prevents login.
Solution: Clear cookies and log in again.
Cause 5: Local storage is blocked.
Firefox: Enter "about:config" ➔ Check dom.storage.enabled ➔ If false, set to true.

Error: "Server not found / Website unavailable"

Cause: The website was accessed without HTTPS.
Solution: Use the correct HTTPS address: https://login.sipgate.com
Error: "Secure connection failed."
Cause 1: Unknown.
Solution: Unknown.
Cause 2: Proxy settings are not applied.
Solution 1: Use a browser that automatically applies proxy settings.
Solution 2: Manually configure the proxy in your browser.

Error: "SSL_ERROR_RX_RECORD_TOO_LONG"
Cause: Using Windows XP + Firefox 53.x (no newer versions available).
Solution: Use Opera 12 on WinXP or Firefox 55+ on Windows 7/10.

Error: "Login rejected despite correct credentials."
Cause: Browser or firewall is blocking login.

• Firefox: Press F12, attempt login, and check console for errors.

• IE11: Press F12, attempt login, and check console for errors.

• 401 Unauthorized: Incorrect credentials.

• 504 Timeout: No internet connection, firewall blocks access, or router blocks the website.

Error: "A script on this page is busy or not responding."
Cause: Outdated Internet Explorer version that doesn't handle JavaScript properly.
Solution: Use Edge, Firefox 55+, or Chrome.

Error: "Enable or install JavaScript."
Cause 1: JavaScript is disabled in the browser.
Solution: Enable JavaScript in browser settings.
Cause 2: Anonymous Proxy doesn't allow JavaScript.
Solution: Use a different proxy or disable it.
Cause 3: IE 11 receives login token but doesn't use it.
Solution: Add sipgate to "Trusted Sites" in IE settings.

Error: "expiredActionMessage"
Cause: Using Comodo + Chrome.
Solution: Use a standard version of Firefox or Chrome.

Error: "Login successful, but then a blank page with error 502 - timeout."
Cause: Incorrectly saved login link.
Solution: Use https://www.sipgate.de/ to log in.

Error: "SeaMonkey displays the logged-in area incorrectly."
Cause: Outdated Firefox ESR 52 version lacks proper HTML5/CSS support.
Solution: Use Firefox 55+ or Chrome.

Error: "Safari cannot open https://login.sipgate.com due to an insecure connection."
Cause: MacOS 10.8.5 + Safari 6.2.8 doesn't fully support HTML5.
Solution: Update macOS and use a newer Safari version.
Alternative: Use Opera or log in via another device.

Error: "An error occurred, please log in again."
Cause: Firefox blocks all cookies.
Solution: Set Firefox privacy settings to Standard.
Cause: JavaScript is disabled in Chrome.
Solution: Enable JavaScript in Chrome settings.

Error: "Login works, but then a white page with redirect to https://api.sipgate.com/v2/identityVerification."
Cause: Address verification required.
Solution: Send the received letter code to sipgate support at team@sipgate.de.

Error: "Login loops between /w0 ➔ w0/authentication ➔ /w0."
Cause: Account is locked.
Solution: Contact sipgate support to remove the "finalizeOnboarding" command.

Error: "Login redirects endlessly between https://app.sipgate.com."
Cause: Using Firefox older than 55.x on Linux Mint.
Solution: Update Firefox or use Chrome/Opera.

Error: "Your browser is not supported."
Cause: Using Internet Explorer 11.
Solution: Use a supported browser like Chrome or Firefox.

Error: "Firefox detected a potential security risk."
Cause: Old bookmark links to outdated sipgate basic login.
Solution: Update the bookmark to https://login.sipgate.com/.

Error: "reCAPTCHA active, but login results in a 403 error."
Cause: Unknown.
Solution: Unknown.