If Appcues shows a "trial ended" or trial signup screen instead of your company's account, opens the wrong account, or won't load at all, work through the causes below. They apply to both the Appcues App and Appcues Studio.

Quick checks

• Confirm you're signing in with the same email address that was invited to your team.
• Use the same sign-in method you used when you accepted the invite (email and password, Google, or SSO).
• Try a private/incognito window or a different browser.

Cause 1: "Trial ended" screen on an existing account

You see a trial-ended or trial signup screen even though your company has an active subscription. This happens when your login belongs to more than one Appcues account and the one that opened is a trial, for example one you started yourself before a teammate invited you.

1. Check which account you're in. Open Settings > Team and look for your teammates. If they aren't listed, you're in the wrong account.
2. Switch accounts. In the Appcues App, open the account menu at the bottom of the left sidebar and select your company's account. If the trial-ended screen blocks the page, click Navigate to the Account page first. In Studio, click Settings > Switch Accounts and select your company's account.

Confirm: You see your team's account, with your existing experiences and settings, and no trial message.

If your company's account isn't in the list, see Cause 2.

Cause 2: You're signed in as a different user

Your company's account doesn't appear when you switch accounts. Appcues treats each email address as a separate user, so signing in with a different email than the one your team invited opens a different user with no access to your team's account.

1. Sign out of Appcues.
2. Sign in with the exact email address your team invited.
3. Use the sign-in method you used when you accepted the invite. If you accepted it with an email and password, sign in that way rather than with Sign in with Google. A Google sign-in can create a second user for the same email, with no access to your team's account.
4. If you still don't see your company's account, ask an admin on your team to resend your invite from Settings > Team, then accept it from the email.

Confirm: Your company's account opens after you sign in.

Cause 3: Appcues is unresponsive

You can see Appcues but can't click buttons, navigate, or interact with any elements, or you see an error when you sign in. The page appears frozen or you see an error saying "This page isn't working".

1. Hard-reload the page. Press Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac) to bypass the browser cache.
2. Clear your browser cache and cookies for app.appcues.com and studio.appcues.com. In Chrome: Settings > Privacy and security > Delete browsing data > select Cached images and files and Cookies and other site data > delete.
3. Disable all browser extensions. Ad blockers, privacy tools, and other script-blocking extensions can stop Appcues from rendering. Disable them all, then reload.
4. Open Appcues in a private/incognito window. This runs without extensions or cached data. If Appcues works in incognito, a browser extension or cached data is the cause.
5. Try a different browser. If Appcues works in another browser, the issue is specific to your primary browser's cache, extensions, or settings.

Confirm: Appcues loads and you can click buttons, navigate between pages, and open the builder.

Cause 4: Appcues fails to load entirely

The page is blank, shows a loading spinner indefinitely, or returns a network error.

1. Check your internet connection by loading another website.
2. Verify that your network isn't blocking Appcues domains. Appcues requires access to:
   • *.appcues.com
   • *.appcues-static.com
3. If your organization uses a corporate proxy, VPN, or firewall, ask your IT team to allow-list the domains above. Content Security Policy (CSP) restrictions or network-level filtering can block Appcues scripts from loading.
4. Check for browser console errors. Open Developer Tools (F12 or Cmd+Option+I on Mac), go to the Console tab, and look for red error messages. Network errors or blocked requests indicate a connectivity or CSP issue.

Confirm: Appcues loads fully and displays your account.

If it's still not working

Collect the following and contact support:

• Your Appcues account ID
• The email address you sign in with, and whether you use email and password, Google, or SSO
• The browser and version you're using (e.g., Chrome 122, Firefox 115)
• Whether Appcues works in a different browser or incognito mode
• A screenshot of what you see (trial screen, frozen UI, blank page, or error)
• Any console errors from Developer Tools (screenshot or copy the text)
• Whether your organization uses a corporate proxy, VPN, ad blocker, or firewall