Purpose

To outline common causes and solutions when a user can log into VirtualCallboard through the mobile app but cannot log in through a web browser.

Symptoms

Users may report one or more of the following:

• Login fails in Safari, Chrome, Firefox, or other desktop browsers

• The correct username and password do not work

• The system returns to the login page without an error

• App login works normally, but browser login does not

• Unexpected behavior after submitting credentials

Most Common Cause

Browser cache, stored cookies, or outdated session data can interfere with the login process.
Clearing these elements resolves the issue in most cases.

How to Fix the Issue

Step 1 — Clear Browser Cookies and Cache

Have the user clear cache and cookies for the site.
(Full browser data is often unnecessary; site-specific clearing works as well.)

After clearing, close and fully restart the browser.

Step 2 — Try an Incognito / Private Window

Incognito mode bypasses cached login data.
If login works here, the issue is almost always cookie/session related.

Step 3 — Verify the Correct Login URL

Make sure the user is logging into their correct VirtualCallboard site:

https://[yourcompany].virtualcallboard.com

Step 4 — Disable Browser Extensions (if applicable)

Password managers, security extensions, or ad blockers sometimes interfere with login fields.

Step 5 — Try an Alternate Browser

If the issue is browser-specific, clearing stored data in that browser generally resolves it long-term.

Notes

• Mobile app login uses a different authentication pathway, which is why it may continue working even when browser data becomes corrupted.

• If clearing cookies and cache resolves the issue, no further account troubleshooting is required.

• This is a user-side browser issue, not a VirtualCallboard account issue.

When to Contact Support

Ask the user to contact support only if the issue continues after clearing cookies/cache and testing in an incognito window.

Request the following:

• Browser type and version

• Screenshot of the behavior

• Their site URL

• Whether the issue occurs across multiple devices or networks

Related Articles

• Troubleshooting: Login Issues in VirtualCallboard pending

• How to Reset Your VirtualCallboard Password