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Overview
When signing up for a free trial account, you might encounter an issue where the screen gets stuck at 100% or the process does not complete while finishing the setup. When you attempt to access the instance, you will receive the message that the domain doesn't exist yet or "That's not an active Kayako account...yet.".
Solution
Please note that you have already signed up for a free trial of Kayako, you won't be able to sign up for a free trial again.
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Support agents
You can verify if an email address has already been used to sign up for a free trial in Salesforce. If for any reason, the customer needs to have another trial account, they will need to use a new email address. Activation emails will not be delivered if a customer tries to use an existing email to sign up for a new free trial account.
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The message the 'domain doesn't exist' or "That's not an active Kayako account...yet." indicates that the sign-up process did not complete. The failure of the sign-up process is likely due to an issue with your browser. Browser-related issues are typically caused by a damaged browser cache or history files.
Your browser keeps a record of all the websites you visit and stores it in its history file. Internet browser cache, on the other hand, acts as a roadmap for all the web sites you visit. It saves copies of these sites locally on your computer so that the web sites load faster the next time you visit them. Over time, these files can get damaged and may need to be cleared or deleted. Additionally, after some time, these files can eat up the data storage space on your device.
To resolve this issue, you need to clear your browser cache and restart the sign-up process again. Or alternatively, you may use your browser in Incognito mode if you don't have the time to clear the cache at the moment.
There are several solution steps, detailed by the following flowchart:
Each blue rectangle represents a solution step and links to a section in this article:
2.1. Clear Browser Cache and History
2.2. Restart the Sign-up Process
3. Reach out to the Customer Support Team
Solution procedures
1. Use Incognito Mode
- Open the browser in incognito mode.
- Go to Kayako Free Trial.
- Follow the onscreen prompts to complete the free trial sign-up.
- Once completed, try to access the instance.
2.1. Clear Browser Cache and History
If the problem persists even while on "incognito mode," clearing your browser cache and history file may do the trick. Click the links below for instructions on how to clear your browser cache and cookies for popular browsers.
If you are using a browser other than the ones listed above, you can conduct a Google search for the correct steps or consult the browser manufacturer for assistance.
2.2. Restart the Sign-up Process
Once you're done clearing the browser cache and history files, restart the sign-up process.
- Go to Kayako Free Trial.
- Follow the onscreen prompts to complete the free trial sign-up.
- Once completed, try to access the instance.
3. Reach out to the Customer Support Team
If the steps above do not resolve your issue, please contact the support team by following the steps below:
- Click the Submit a ticket button at the top or at the bottom of this page or click this submit a request link. If you already have an open ticket for this issue, please proceed to step 2.
- In your ticket, provide the details of the issue including a screenshot of the error if there's any.
- Write a short description of the issue and include information such as:
- The name of the instance or domain you are trying to create (e.g., brewfictus.kayako.com).
- The exact error message while trying to create the account.
- The exact error message when trying to access the instance (e.g., "That's not an active Kayako account...yet.").
- A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
- If you are allowing support to impersonate your account for troubleshooting purposes, please include an explicit approval on the ticket along with the email address of your Kayako administrator account.
- Write a short description of the issue and include information such as:
The support team will send this information to the infrastructure team who will resolve this issue in the backend.
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Support agents
If the customer followed steps 1-2.1-2.2 and provided the information required in step 3, escalate the issue to the SaaS team as described in the Kayako Routing Table article.
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Testing
Once the sign-up is complete, the process will take you to your instance automatically. Alternatively, you can check by manually typing the instance URL (e.g., https://yourdomainname.kayako.com) in your address bar which will take you to your Help Center.
To access your agent area, type https://yourdomainname.kayako.com/agent, and sign in with your email address and password.
