Troubleshoot login or access issues

If you're experiencing any issues logging in, here are some things you can try. If you're a manager troubleshooting someone else's access or permissions issues, be sure to check out this guide as well.

Double-check your login info

You can log into Chorus with a username and password, or with third-party authentication (e.g., Google, Twitter, Facebook). You'll find quick access to the login page via a link in either the header or footer of your site's homepage.

• Make sure you’re logging in with your username and not your email address. Or, you can select a third-party service to log in.
• To reset your password or recover your username, head to [your org].stories.usechorus.com and select Forgot your password. For example, the URL for Vox Media internal users would be: voxmedia.stories.usechorus.com.

Clear your cookies and cache

You may want to clear your cookies and cache if any of the following are true:

• You can log in with a private or incognito window, but not in your regular browser
• You are logged into one community site, but not others you belong to
• You are prompted for a two-factor authentication code every time you visit your site or the dashboard
• You have tried to login several times in a few minutes

Here are instructions for how to clear your cookies and cache:

• Chrome instructions
• Safari instructions
• iOS instructions
• Windows instructions

Two-factor authentication issues

If you can see the two-factor authentication screen but the codes aren’t working:

• Make sure you’re entering the six-digit code without any spaces.
• Check the times on your computer and your authentication app. They need to match to the minute. We recommend syncing your computer and your device with Apple, Google, or Microsoft’s system times.
• If you got a new phone and two-factor is not working, ask your manager or contact us to reset your two-factor authentication. Then, set it up on your new phone.
• If you’re prompted for two-factor authentication every time you try to access Chorus tools, clear your cookies and cache.

Learn more about setting up two-factor authentication.

URL in the browser keeps changing

You may be in a redirect loop. Try logging out by visiting this link: auth.voxmedia.com/logout

Logged in, but can’t access Chorus or find your stories

Two things may be happening:

• You may be logged into a separate account. This may happen if you’ve accidentally created a secondary accounts by logging in with Google, Facebook, or Twitter.
• If you haven’t logged in for a while, your permissions may have expired as part of our security protocols.

Check with your manager to make sure you’re using the correct account and that your permissions are up to date. If your manager already updated your permissions, visit [your org].stories.usechorus.com/auth/reset before accessing Chorus again.

Located in the EU

If you’re working in a country covered by GDPR, you must consent to cookies before logging into Chorus. Here’s how:

1. Log out by visiting this link: auth.voxmedia.com/logout
2. Go to your network’s flagship or main site (for example, sbnation.com) and consent to cookies.
3. If applicable, then go to your community site (for example, milehighreport.com) and consent to cookies.
4. Visit [your org].stories.usechorus.com to log in.

Seeing DNS/IP error, or inflight wi-fi error

If you’re having trouble accessing Chorus from a new internet connection, try switching to Google Public DNS. This can also be helpful if you’re seeing DNS or IP errors from your internet service provider. Google recommends writing down your current DNS settings before making these changes.