Sometimes things might look a little funny within your account. Maybe it isn't loading, you can’t see the right menus, or access certain credentials. Let’s check out some common account issues below.
Why won't Wistia load?
If the app or login page is blank, spinning, or timing out, start by checking whether the problem is on our end:
Go to the Wistia status page to see if there's an active incident. If there is, you don't need to do anything. We'll post updates there until it's resolved.
If everything looks normal on the status page, do a hard refresh (Cmd + Shift + R on Mac, Ctrl + Shift + R on Windows).
Open Wistia in a private or incognito window. If it loads there, clear your browser's cache and cookies, or turn off browser extensions one at a time to find the one causing an issue.
Try another browser or network. VPNs, corporate firewalls, and strict ad blockers can sometimes block parts of the app.
Tip
On the status page, click "Get updates" to decide how you'd like to receive updates and get notified the next time there's an incident.
Still stuck? Contact us and tell us what you're seeing, which browser you're using, and whether it happens in an incognito window. We're happy to take a look!
Why does the login page keep looping or sending me back?
If you sign in and land back on the login page, it's usually a cookie or session issue:
Clear your browser's cookies and cached data for wistia.com, then close and reopen your browser.
Try signing in from a private or incognito window.
Use the same sign-in method you've always used. If you normally click "Sign in with Google" or "Sign in with Microsoft," use that button again instead of entering an email and password.
If your company uses single sign-on (SSO), you'll be sent to your company's login page. If that page fails, reach out to your IT team, since they manage that login.
For more on company logins, see Single Sign-On (SSO) for Wistia.
Why can't I access certain settings, menus, or actions?
What you can see and do in Wistia depends on your user role and the permissions granted to you. Only an Account Owner has access to the full account settings menu. Beyond that, Manager, Standard, Limited, and Viewer roles each have varying permissions. Because of this, you might see fewer options on a media's page, or you may not be able to do things like create a channel, add other users, or access API tokens.
If you think you should have more access, we recommend contacting whoever invited you to the Wistia account. For security reasons, we can't change your permissions or share account details ourselves.
If you believe you should be an Account Owner (or want to know who yours is), give us a holler, and we'll walk you through the options, including transferring ownership if needed.
Note
A Wistia account can have up to 3 Account Owners.
For a full breakdown of what each role can (and can't) do, visit our help page on User Roles.
Who is my Account Owner?
You can find your Account Owner's contact details on the Billing page in your settings.
How do I change or transfer Account Ownership?
Any Account Owner can manage ownership from the Manage Team page in your Wistia account. From there, you can add a new user as an Owner, and change or remove a previous Owner. Paid accounts can have up to three Owners, and an account must always keep at least one Owner. If the only Owner has left your company and no one can log in, contact us and we'll walk you through verifying your account so you can regain access.
Where can I find the API tokens in my Wistia account?
Only an Account Owner can access and manage API tokens. They can do so from their account settings by clicking "API Home" on the side panel. For more information on creating and managing access tokens, please visit our Developer resource.
Note
For security, an existing token can't be viewed again after you leave the API Home page. If you've lost a token, generate a new one from the API Home page and store it somewhere safe.
How do I reset my password?
If you're looking to reset the password for your Wistia account, head to the login page and click "Forgot password?" located directly below the Password field (or simply click here).
After entering your email, our system will send you a password reset link. If you don't receive the email after a few minutes, check your spam folder and any security filters first, and confirm the email address is actually on the account. If it still doesn't arrive, let us know—a previously bounced or deactivated email sometimes needs to be re-enabled on our end.
Note
If you sign in with Google or Microsoft, you may not have a Wistia password. To add one, click "Forgot password?" on the login page, enter the email on your Wistia account, and set a password from the link in the reset email. After that, you can sign in with Google or Microsoft, or with your email and password. If your company requires SSO, your password is managed by your company's identity provider, not Wistia. Contact your IT team for help.
Why didn't I get my invite email?
If someone invited you to a Wistia account and the email never showed up, there are a few pieces to check:
Check your spam and junk folders, and search your inbox for Wistia.
Confirm with the person who invited you that they used the right email address.
Ask them to send a fresh invite. An Account Owner can do this from the Manage Team page by selecting your name, clicking "Actions," "Activate user," then "Send activation email."
If your company filters incoming email, ask your IT team to allow messages from wistia.com.
Tip
You can also set up your login yourself. Go to the password reset page, enter the exact email you were invited with, and set a password from the link we send you. If nothing arrives, double-check that email address with the person who invited you.
If none of that works, let us know. An email that bounced before sometimes needs to be turned back on from our end.