My users can't log in to their mail accounts.

To troubleshoot, please follow these steps in the order they are presented:

  1. Make sure your users are logging in at http://mail.google.com/a/your-domain.com (Enter the domain name associated with your account in place of your-domain.com)
  2. If your users are still unable to sign in, have them go through the following steps:
    1. If you receive a Username and password do not match error message, please verify that you are using the correct username and password combination.
      • If you are still unable to access your account, you'll need to click the Forgot your username or password? link at the bottom of the sign in box and follow the steps listed to contact your domain administrator.
    2. If you get stuck on 'Loading' or on a blank white screen when trying to log in, you might need to make some adjustments to any third party software you have installed on your computer. Detailed instructions for third party software
    3. If you get an 'Oops' error message when signing in, please follow these steps:
      1. Try lowering your browser's security and/or privacy settings.
      2. Add mail.google.com/a to your list of accepted sites.
      3. Clear your browser's cache and try logging in again. How to clear your browser's cache
    4. If you are unable to access your email from a third-party email client such as Microsoft Outlook or Mozilla Thunderbird, you may need to clear a CAPTCHA test for your account. To do this, please go to gmail.com and log in. You may then be directed to a CAPTCHA test that ensures that no automated programs are attempting to access your account.
    5. If you receive a 'cookies' error, click here.