This article is for administrators. If you can't sign into your own consumer Google account, see Can't sign in to your Google Account.
When users can’t sign in to Gmail, they can follow these steps to resolve the problem.
Step 1: Verify the URL
Make sure your users are signing in at http://mail.google.com/a/your-domain.com. Enter the domain name associated with your account in place of your-domain.com.
Step 2: Check the username and password
If your users still can’t sign in, have them try the following steps:
- If your username and password don’t match, be sure that you’re using the correct username and password combination.
- If you still can’t access your account, 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.
Step 3: Consider solutions for third-party tools
If you get stuck on the loading page or on a blank white screen when trying to sign in, you might need to make some adjustments to any third-party software you have installed on your computer.
- If you use single sign-on, you can troubleshoot your third-party software (anti-virus software, for example). Read Troubleshoot single sign-on.
- You can also try and troubleshoot your browser. See Fix Chrome if it crashes or won't open.
Step 4: Troubleshoot the network
Contact your network administrator to fix any potential network issues.
Step 5: Take a CAPTCHA test
If you can’t access your email from a third-party email client such as Microsoft Outlook or Mozilla Thunderbird, you might need to clear a CAPTCHA test to ensure that no automated programs are trying to access your account.
Go to Gmail to sign in. If you get directed to a CAPTCHA test, take it.
Step 6: Troubleshoot error messages
If you get an oops error message when signing in:
- Lower your browser's security or privacy settings.
- Add mail.google.com/a to your list of accepted sites.
- Clear your browser's cache and try signing in again. See Clear cache & cookies.
If you get a cookies error, take steps to Troubleshoot browser errors.
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