Troubleshooting login and account access issues
Google Sign-In Issues
Infinite spinner or logo after clicking "Continue with Google"
If the page keeps loading after you click "Continue with Google":
Verify you selected the correct Google account in the popup and try again.
Clear your browser cache, try incognito mode, then try a different browser.
If it still spins, contact Zeffy support – our team can temporarily disable Google SSO to allow you to access your account with a password instead.
Logged into wrong or empty account after Google Sign-In
This often happens when the wrong Google account was selected during sign-in.
The email you click in the Google Sign-In popup is the email that will be used to log in. If your Zeffy account is under Email A, but you select Email B in the Google popup, you will be logged into Email B's account — which may appear empty or incorrect.
To fix this:
Log out and click "Continue with Google" again.
In the Google popup, click "Use another account" or select the correct email.
If the correct email still leads to an empty dashboard, see Dashboard appears empty below.
Error: "Something went wrong while signing in with Google"
Clear your browser cookies.
Try incognito mode or a different browser.
If the issue persists, contact Zeffy support — our team can temporarily disable Google SSO to allow you to access your account.
Want to disable Google Sign-In entirely
Contact Zeffy support and our team will disable Google SSO for your account and send you a password creation link. Once set up, you'll log in using your email and password instead.
Locked out after your Google email or domain changed
If your Google email address has changed — for example, your organization started using a different domain — you may be unable to access your Zeffy account via Google Sign-In. If you were using an email and password login, you can still log in with your original credentials.
Proactive steps to avoid getting locked out:
Update your Zeffy login email before the Google Workspace domain change takes effect. See Change your login email or method.
Alternatively, ask your Google Workspace admin to create an email address on the new domain and add it to your Zeffy account as an admin user before the old domain is deactivated. Once the domain change is complete, transfer ownership to the new email.
If you are already locked out:
Password/Email: If you were previously logging into Zeffy using your email and password, you can still log into Zeffy even if your actual email address has changed. Log in to Zeffy using your original login credentials and follow these instructions to change the login email to your new domain: Change your login email or method.
Google Sign-In: If you were using Google Sign-In, it works by matching your account by email address. If your Google email has changed, the system may not recognize your new email as connected to your existing Zeffy account.
Contact Zeffy support via the chat icon in the bottom right.
Provide your previous Google email and your current Google email.
Our team can restore access and update your login email.
Dashboard Appears Empty or Campaigns Are Missing
If you can log in successfully but your dashboard appears empty, campaigns are missing, or you only see "My transactions / My campaigns" sections, follow these troubleshooting steps.
Step 1: Check for multiple organization profiles
The most common cause is having multiple organization profiles under your email.
Click on your name in the bottom left of your account.
Select "Switch profile".
Click on the organization account you'd like to access.
Switching profiles should take you to your original account where your campaigns and data live.
Deleting a duplicate organization profile
If you have a duplicate organization you want to remove:
Switch into the duplicate organization.
Go to Settings.
Click "Delete this organization".
Make sure you are in the duplicate account before deleting — this action cannot be undone.
Step 2: Check for missing permissions
If switching profiles doesn't resolve the issue, check whether you see any familiar data in your current account (other campaigns, payments, donor activity).
If you see familiar data but a specific campaign is missing, you may not have the correct access permissions to view that campaign.
Only an admin on the organization can grant access.
Reach out to your organization's admin to request the appropriate permissions.
Step 3: Check for a completely separate account
If you don't see any familiar data, you're likely logged into the wrong account entirely.
You might have two accounts for your nonprofit under completely separate emails. Receiving Zeffy notification emails does not necessarily mean that email has access to the account — an email address can receive notifications without being a user or admin on the organization.
If you use other email addresses that may be associated with Zeffy:
Log out and try logging in with those other email addresses.
If you're still unable to find the correct account, contact Zeffy support with your login email and organization name.
"Account Not Found" or Redirected to Sign Up
If you're redirected to a sign-up page, asked to select your nonprofit type, or see a message like "This email is not assigned to a Zeffy account", the system is treating your login as a new account rather than recognizing your existing one.
Check your email address formatting
Our login system is case-sensitive. Verify:
Use the exact capitalization of your email as it was registered.
Ensure there are no extra spaces before or after your email address.
Try typing the email manually rather than copy-pasting it.
Try browser and network troubleshooting
If you're certain the account exists under that email (you can log in on other devices), this may be caused by network interference or browser-level issues:
Clear your browser cache.
Try logging in using a different browser.
Try logging in from a different device.
Manually type your email and password instead of using autofill.
Attempt to log in using a different Wi-Fi or network connection.
If the issue persists, contact Zeffy support.
Password Issues
"Incorrect password" message
Click "Forgot password" on the login page to reset your password.
Check your inbox for the password reset email. If you don't receive it:
Check your spam or junk folders.
Click "Resend password reset" on the confirmation page.
If you still don't receive the reset email, contact Zeffy support.
"Too many attempts" message
This is a security lockout. Contact Zeffy support for assistance restoring access to your account.
Organization admin has left
If the admin of your Zeffy account has left and you cannot log in, you need to recover admin access before you can manage the account.
If the outgoing admin is still reachable
Ask the current admin to transfer ownership directly in Zeffy:
Log in and go to Settings → Manage users.
Invite the new owner if they are not already a user.
Click the three dots next to the new owner's name and select Make admin.
If the outgoing admin is not reachable
Contact Zeffy support via the chat icon in the bottom right. Our team can transfer ownership on your behalf after verifying your authority. Verification evidence such as an official email from your organization, articles of incorporation, bank statements, or a board resolution will be requested from our team before we can initiate the transfer.
See Recovering Access to Your Zeffy Account if Your Admin Has Left for the full list of verification options.
Still Need Help?
If none of these steps resolve your issue, contact Zeffy Support via the chat icon in the bottom right and provide:
The email address you use to log in
Your organization name
A description of what you're experiencing (error messages, what you see on your dashboard, etc.)