We are unable to log in to our Clarity account

世航 王 0 Reputation points
2026-09-19T06:48:10.99+00:00

We are unable to log in to our Clarity account; it keeps showing an error stating that data for certain projects cannot be retrieved. The project ID is rzgzrjq3b4. Please help us resolve this issue. Thank you.

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  1. Arif Ali Mughal 0 Reputation points
    2026-09-19T06:58:45.8333333+00:00

    Please first confirm that you are signing in with the same email address and authentication provider originally used for the Clarity project. Microsoft’s Clarity troubleshooting guide says access can fail if the account is not listed under the project team, or if a different sign-in authenticator is used. The project Admin should also check Settings > Teams and confirm that your email is still added to the project.

    If the issue continues, Microsoft recommends contacting Clarity support directly. Include the project ID rzgzrjq3b4, your sign-in email, the authentication provider used, the full error message, and a screenshot. Microsoft lists the Clarity support email as clarityMS@microsoft.com.

    Microsoft Clarity troubleshooting: https://learn.microsoft.com/en-ca/clarity/troubleshooting-settings

    Microsoft Clarity FAQ: https://learn.microsoft.com/en-us/clarity/faq

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  2. AI answer

    2026-09-19T06:48:25.58+00:00

    Try these checks in order:

    1. Open Clarity in a private browser window, clear the browser cache, and sign in again.
    2. Verify that the correct sign-in authenticator is being used. Clarity requires the same authentication provider that was used when signing up. Using the same email with a different authenticator can prevent access.
    3. Ask a project Admin to open the project and go to Settings -> Teams and confirm that the account is still listed as a team member.
    4. If the project is missing from My Projects, confirm that the correct authentication provider and email address were used at sign-in.
    5. If access was lost because the account is no longer a member, project details remain restricted until site ownership is verified. For project rzgzrjq3b4, add this meta tag to the <head> section of the site associated with the project:
    <meta name="clarity-site-verification" content=" bed880bc-73d3-40c7-8c29-18f4eb483514" />
    1. After that change is deployed, contact Clarity support with the project ID and authentication provider so the account can be manually added as project admin.
    2. If the issue is only that a team member did not receive an invite, verify the invited address, check spam or bulk mail, and ensure the organization allows messages from @microsoft.com.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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