I am getting an "Invalid Authenticity Token" or "aais.zendesk.com refused to connect" error and can not log into the Support Center


When I try to log into the Support Center, I am receiving an error that says "Invalid Authenticity Token" or "aais.zendesk.com refused to connect." What can I do?



This error message will pop up when a user has chosen to block third-party cookies in their browser, which prevents the user's authentication request from being accepted.

To fix this, you can update the settings in your browser by going to the Privacy & Security settings shown here and add "help.adastra.live" to the list of sites that can always use cookies in your browser's settings. When adding the Support Center site, select "Include third-party cookies on this site".

If you are still having issues, you can change the "Block third-party cookies" option to either "Allow all cookies" or "Block third-party cookies in Incognito". Going forward, your sign-in requests should be accepted safely.

You can also try turning off ad-blockers in your browser. Some ad-blockers have their own list of exceptions; in that case, add aais.zendesk.com to the allow list.

Unfortunately, because this is a browser setting, it is not something Ad Astra has particular control over, but clearing cache and cookies or disabling browser extensions, such as DuckDuckGo will be our general recommendations.

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