Help and Support

A deleted Synthetix Cloud user account must be reinstated by an administrator before the user can sign in again. Reinstate the account Contact an administrator who has access to the Admin section of y...

In most cases, video calling will work without any changes to your network. We recommend trying a test call before asking your IT team to update your firewall or filtering rules. Test video calling fi...

What happened? If you see 'Login limit reached' when trying to log in to Synthetix Cloud, your permission group's monthly user login allocation has been reached. What happens next depends on whether y...

Synthetix uses cookies and similar technologies to ensure the correct operation of its products. Below is a list of the cookies used across the Synthetix platform. Penfield__syn_authorization__syn_app...

Synthetix supports Single Sign-On (SSO) using Microsoft Azure Active Directory (Azure AD / Microsoft Entra ID). This allows your users to sign in with their existing Microsoft work accounts, helping r...

Your Business Operational Hours allow you to control exactly when your Synthetix Live Chat service is considered open or closed. This feature ensures customers only see or access your channels at spec...

The management of Long-Lived Access Tokens can be found in the admin section of the Synthetix Cloud Platform. If activation has already been completed, please skip to the ‘Accessing the Access Tokens ...

What Error 312 Means The Magic Link Expired or Invalid (312) error occurs when you attempt to use a login or password reset link that is no longer valid. Magic links are designed to be time-limited an...

What Error 225 Means The Account is Frozen (225) error occurs when a user has attempted to log in too many times with incorrect login details. When this happens, your account will be temporarily froze...

What Error 170 Means The No Access to This Resource (170) error occurs when your account does not have the required permissions to perform a certain action or access a specific area of the product. Th...

What Error 113 Means The Expired Token (113) error appears when your account is no longer authenticated with the system. In other words, your session has ended and your login token is invalid. This ca...

What Error 309 Means The Invalid View (309) error appears when a user or operator attempts to open an article they do not have permission to view. In Synthetix, a view is a structured grouping of arti...

The management of SSO groups has now been moved into Synthetix Cloud. In order to utilise this feature, a Synthetix cloud user must satisfy the following conditions: - The user must be in a permission...

When troubleshooting complex issues, it is sometimes necessary for our customer service team to obtain additional information about the network requests that are generated in your browser while an iss...

Updating the IP whitelist for your applications in Synthetix Cloud is straightforward. First, log in to your company’s Synthetix Cloud account by visiting https://synthetix.cloud/. Once logged in, nav...

At Synthetix, your account security is our top priority. If we detect any suspicious login attempts on your account, it will be temporarily frozen to protect your personal information and prevent unau...

Synthetix.cloud is restricted to whitelisted IP addresses for enhanced security. If you’ve encountered a “Unauthorised IP Address” error, this indicates that the network you are using is not authorise...

Clearing your browser cache can solve loading or formatting issues on websites. The cache stores information from websites you visit to load them more quickly in the future. However, this stored data ...

Our live chat service provides various statuses for chat agents to indicate their unavailability or engagement in other tasks. When an operator selects a status, it is logged and timestamped. For inst...

When you log into Synthetix Cloud, it gives you a set amount of time to use it before it logs you out. This is for better security and to make sure it works well. Time limits for different sections: I...