Gorgias Login Guide & Troubleshooting: Session Expired, SSO, and \"Can't Log In\"

The normal way to sign in

Gorgias is multi-tenant, so there's no single universal login box — every account lives at its own subdomain. To sign in, go directly to yoursubdomain.gorgias.com, or start at gorgias.com/login and enter your workspace subdomain when prompted. From there you have two paths, both visible on the same screen:

• Email and password — the standard agent login. Type the address you were invited with and your password.
• Single Sign-On (SSO) — if your workspace has it enabled, click Sign in with Google or Sign in with Microsoft 365 and authenticate through your company identity provider instead of a Gorgias password. Per the Gorgias docs on logging in with SSO, if self-signup is turned on, new agents can even create their account through SSO on first click.

One thing worth knowing up front, because it causes a lot of confusion: if you sign in with Google or Microsoft SSO, you don't have a Gorgias password at all. So if you later try to "change your password" and can't find the option, that's expected — you'd first have to run the Forgot password flow to create one. Keep that in your back pocket; it explains a surprising share of "I can't log in" tickets.

Symptom → likely cause

Before the step-by-step, here's the fast lookup. Find your symptom, then jump to the matching fix below.

The fixes, most common first

1. "Your session has expired" — you have Gorgias open in more than one tab

This is the single most common login complaint, and the cause is almost always mundane. Gorgias' own common account errors doc names it directly: the message "Your session has expired. You will be redirected to the login page in a few seconds" is typically triggered by multiple browser tabs pointed at the same account at once. The tabs fight over the session and one of them loses.

The fix, in order:

1. Close every Gorgias tab but one, then do a hard refresh — Cmd+Shift+R on Mac, Ctrl+F5 on Windows — to force a clean reload rather than a cached one.
2. If it recurs, clear your browser cache and cookies (and make sure the browser itself is up to date).
3. Test in an incognito/private window or a different browser. If it behaves there but not in your normal window, you've confirmed it's stale cached data in your everyday profile — clear that browser and you're done.

Get in the habit of working Gorgias in a single tab and this one basically disappears.

2. "pk is not a valid integer" — you clicked a Gorgias link inside Outlook (or another app)

This error looks alarming and technical, but it's not your account — it's a URL that got mangled in transit. When you click a Gorgias link from inside a third-party app like Outlook, that app sometimes rewrites the target URL (for safe-link scanning), and the rewritten link no longer points at a valid ticket ID. Gorgias reads that as an invalid pk (its internal record key) and throws "pk is not a valid integer."

The fix is simple: copy the link text and paste it straight into your browser's address bar rather than clicking it. The un-rewritten URL resolves fine. If your team keeps hitting this from email notifications, that's the pattern to teach — click nothing, copy-paste instead.

3. "Unable to fetch…" — your own web filtering is blocking Gorgias

An "Unable to fetch…" error (often with parts of the helpdesk failing to load) usually isn't Gorgias at all. Per the same account-errors doc, it's commonly caused by third-party web-filtering software on your network blocking certain helpdesk features from loading. Because it's happening at the network layer, no amount of clearing cookies on your end will fix it.

The real fix lives with IT: ask them to whitelist all traffic from gorgias.com in your web filter, firewall, or corporate proxy. This is worth flagging early if the error shows up for everyone on your office network but not for someone on home wifi — that split is the giveaway that it's a filtering issue, not an account one.

4. Password reset email isn't arriving

To reset a password, go to yoursubdomain.gorgias.com/reset (or click Forgot password? on the login screen), enter your email, and submit. If the email doesn't show up, two causes dominate: it's sitting in your spam/junk folder, or you're on the wrong subdomain — the reset is scoped to the specific workspace, so a typo in the subdomain sends you nowhere. Confirm the subdomain, check spam, and try again. As a general first step for any login weirdness, Gorgias' login issues guide recommends clearing cache and cookies before you sign in with the new password.

5. "Too many login attempts" on mobile

Repeated failed attempts trip a captcha wall, and the mobile app doesn't always surface the captcha to solve it. The documented workaround: sign out and back in on desktop, where the captcha challenge appears, complete it, and then return to mobile. Clearing the captcha on the desktop side unblocks the account.

6. 2FA / authenticator lockout

If your authenticator app was reset, lost with a device, or you're not sure you ever set one up, you can't clear this yourself. An Admin on your account has to reset it: Settings → Users & Teams → Users → [your name] → Reset 2FA Token. After that you log in fresh and re-enroll. If you're the only admin and you're locked out, that's the one case where Gorgias support has to step in.

Honest caveats

A couple of things the trial or a basic plan won't show you, so you're not left hunting for a button that isn't there:

• Custom / SAML SSO (using your own identity provider beyond Google and Microsoft 365) is a configuration item that depends on your plan and admin setup — the standard Google/Microsoft SSO buttons are what most workspaces see. Don't expect enterprise SAML to appear on a fresh trial workspace.
• If none of the above applies and the helpdesk is genuinely unreachable, it may be a Gorgias-side outage rather than your login. Check the Gorgias status page — we walk through reading it in is Gorgias down?.

Where an AI layer quietly reduces the login noise

Here's a distinction worth drawing: everything above is about your agents getting into Gorgias. But a large share of the login-shaped work landing in an ecommerce queue is about your customers — "how do I reset my password," "I can't log in to my account," "where do I check my order status." Those aren't Gorgias errors at all; they're repetitive tickets that still consume an agent's time to answer.

That's the seam where an AI agent layer helps, and it's worth being clear about what it is: Macha is an AI agent for customer service that runs on top of the Gorgias you already use — it doesn't replace your help desk, it connects to it and reads and writes the same tickets your agents do. It can answer the routine account and order questions on meaning rather than keyword matching, so the volume behind "I can't log in" and "where's my order" thins out before a human ever opens it. For the fuller picture of how that works on Gorgias specifically, see Gorgias AI agent explained, or start with what Gorgias is if you're newer to the platform.

Because an agent acts on meaning, you can extend it too: a custom tool turns any REST API into an action the agent can call — looking up a customer's order or account status mid-conversation, something a canned reply can't do. Credits are charged per AI action rather than per resolution, and the specifics live on pricing.

FAQ

How do I log in to Gorgias? Go to your workspace URL — yoursubdomain.gorgias.com — or start at gorgias.com/login and enter your subdomain. Then sign in with your email and password, or click Sign in with Google or Sign in with Microsoft 365 if your workspace has SSO enabled.

Why does Gorgias keep saying "your session has expired"? The most common cause is having the same account open in multiple browser tabs at once. Close all but one Gorgias tab, do a hard refresh (Cmd+Shift+R on Mac, Ctrl+F5 on Windows), and clear your cache and cookies if it recurs. Working in a single tab prevents it.

What does "pk is not a valid integer" mean in Gorgias? It means a Gorgias ticket link got its URL rewritten by a third-party app — most often Outlook — so it no longer points at a valid ticket. Instead of clicking the link, copy the URL and paste it directly into your browser's address bar.

I use Google/Microsoft SSO — why can't I change my password? Because you don't have a Gorgias password at all when you sign in through SSO. If you need a direct email-and-password login, run the Forgot password? flow first to create one.

I'm locked out by two-factor authentication — what now? You can't reset your own 2FA token. Ask an Admin on the account to go to Settings → Users & Teams → Users, select your name, and click Reset 2FA Token. Then log in again and re-enroll your authenticator.

Want fewer login and order-status tickets reaching your agents in the first place? Start a free trial and grade a Macha agent against your own Gorgias history before it goes anywhere near your live queue.