Email Authentication Troubleshooting

~ minute read

Authentication into UserVoice with an email address uses the Magic link service for email verification. More information about how this works can be found here. Here are some common issues and steps that can be taken to troubleshoot...

Not receiving the email?

  • Your email address must have an inbox enabled and be deliverable, the email will not reach email addresses that have previously bounced. 
  • If you are having issues finding the email, search for messages from noreply@trymagic.com and make sure this is whitelisted in your email provider so you can receive messages.

Receiving a Trace ID error?

  • Visit https://api.magic.link/healthz and https://auth.magic.link/healthz.  If you are unable to load these pages, your IT team will need to whitelist the following URLs:
    • api.magic.link
    • auth.magic.link
  • Google incognito mode can also be used to troubleshoot issues since it disables extensions that can interfere with functionality.

"Device requesting login is not supported"

Unnamed

Typically caused by the blocking of third-party cookies. To mitigate this, you will need to either allow all third-party cookies (solution 1) or whitelist the UserVoice domain (solution 2) you're attempting to signup to or reset your password for.

Solution 1: Allow All Third-Party Cookies

As instructions for this change frequently and are browser dependent, please use your search engine of choice to find instructions on how to to this.

Solution 2: Allow Third-Party Cookies for UserVoice

To whitelist, for sites without a custom CNAME, enter [*.]uservoice.com in the whitelist. For custom CNAMEs, e.g. ideas.apple.com, you will need to whitelist [*.]apple.com. You can do this using the following instructions (provided for commonly used browsers), whitelisting as needed by changing out the URL:

Google Chrome

  1. Open Chrome and click on the three dots in the top right corner of the window.
  2. Select Settings.
  3. Scroll down and click on Privacy and security.
  4. Under Cookies and other site data, click on Cookies.
  5. Select the Block third-party cookies option.
  6. Click on the Add exception button.
  7. Enter [*.]uservoice.com and click on the Add button.

Mozilla Firefox

  1. Open Firefox and click on the three horizontal lines in the top right corner of the window.
  2. Select Preferences.
  3. Click on Privacy & Security.
  4. Under Cookies, select the Allow third-party cookies option.
  5. In the Exceptions section, add [*.]uservoice.com to whitelist.

Microsoft Edge

  1. Open Edge and click on the three dots in the top right corner of the window.
  2. Select Settings.
  3. Click on Privacy, search, and services.
  4. Under Cookies and site permissions, select the Block third-party cookies option.
  5. Click on the Manage exceptions button.
  6. Add [*.]uservoice.com to the whitelist.

Safari

  1. Open Safari and click on the gear icon in the top right corner of the window.
  2. Select Preferences.
  3. Click on Privacy.
  4. Under Cookies and website data, select the Block all cookies option.
  5. Click on the Exceptions button.
  6. Add [*.]uservoice.com to the whitelist.

 

If you are having issues, please reach out to our support team from the "support" bubble in the lower-right of the page.

 

Related articles