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Troubleshooting Login Issues

This article covers the most common problems that prevent you from logging in to RightAsk and explains how to resolve each one.

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Written by Khrystyna Maryniuk

Common login problems and solutions

You see “Something went wrong — We couldn’t complete the login. Please try again.”

This error appears on the /callback page when the login redirect takes longer than 10 seconds or fails to complete. RightAsk displays this message along with a Try Again button.

  1. Select Try Again. This returns you to the RightAsk landing page.

  2. Select Get Started to restart the login flow.

  3. If the error reappears, clear your browser cookies for platform.rightask.ai and try again.

You are redirected back to the landing page immediately after login.

The /callback route checks that the URL contains valid authentication parameters (a code or error value alongside a state value). If these are missing, RightAsk redirects you back to the landing page without showing an error.

This can happen if:

  • You opened a stale or bookmarked /callback URL directly.

  • A browser extension intercepted or stripped the redirect URL.

Try the following:

  1. Close the browser tab and open a new one.

  2. Go to platform.rightask.ai and select Get Started to start a fresh login.

  3. If a browser extension may be responsible, try logging in from a private/incognito window with extensions disabled.

You completed login but are stuck on a loading screen.

After your identity is confirmed, RightAsk processes your session on the /callback page. During this time a loading screen is shown. If nothing happens after 10 seconds, the error message described above appears.

If you do not see the error message but nothing loads:

  1. Check your internet connection.

  2. Hard-refresh the page (hold Shift and select the browser refresh button, or press Ctrl+Shift+R on Windows / Cmd+Shift+R on Mac).

  3. If the page remains frozen, select Try Again when the error message appears, or navigate directly to platform.rightask.ai and log in again.

You are logged out unexpectedly while using RightAsk.

RightAsk stores your session in your browser’s local storage. Sessions persist across browser restarts. If your session ends unexpectedly, it is most likely because:

  • Your browser cleared its local storage (for example, due to a privacy setting, browser update, or storage quota being reached).

  • You logged out from another tab or device.

  • Your session token expired.

To resume your session, go to platform.rightask.ai and select Get Started to log in again.

If you are stuck on the loading screen after login

If the callback page shows a spinner and does not progress within 10 seconds, the page will automatically show the “Something went wrong” error. Select Try Again to return to the landing page. If the loading screen does not transition to the error message:

  1. Manually navigate to platform.rightask.ai in the same browser tab.

  2. Select Get Started and complete the login again.

  3. If this happens consistently, try a different browser to rule out a browser-specific issue.

If your session expires unexpectedly

RightAsk uses refresh tokens to silently renew your session in the background. If a renewal fails — for example, because cookies are blocked or local storage is cleared — your next API request will return a 401 response. RightAsk attempts automatic recovery before ending your session.

If automatic recovery fails and you are signed out:

  1. Return to platform.rightask.ai.

  2. Select Get Started and log in again.

  3. To prevent this from recurring, ensure your browser allows local storage and does not clear it automatically between sessions.

How to clear your session and try again

Use this if you are experiencing persistent login problems that are not resolved by the steps above.

  1. In your browser settings, open Privacy or Security and find the option to clear cookies and site data.

  2. Clear all cookies and site data for platform.rightask.ai.

  3. Reload the page and select Get Started to log in fresh.

When to contact support

Contact RightAsk support if:

  • You have followed all the steps above and still cannot log in.

  • You see an error message on the login screen that is not described in this article (for example, a message about your account being blocked or the application being misconfigured).

  • You need to change the email address on your account.

  • You believe your account has been accessed without your permission.

To reach support, select Help & Feedback from the sidebar user menu while logged in.

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