Follow

"You are not authorized for this site" error

The error You are not authorized for this site is shown because of one of two reasons:

  • You're trying to log in with an account not listed as an Admin or User of the installed Sumo Site
  • The Sumo install code is being modified by your website, or is incorrectly installed

How can you resolve this? Check out the guide below.

Check to make sure that your Sumo install is good

The first thing you should do is check to make sure Sumo is installed correctly.

A basic Sumo install code will look like this:

<script src="//load.sumome.com/" data-sumo-site-id="################################################################" async="async"></script>

If you installed Sumo through GTM, you won't be able to see your install code in the page source so write in for help!

Go to the page on your site that you're running into this error on. Right-click and View Page Source (if using Google Chrome) to open up your page's source code.

view_page_source.png

Next, search for sumome.com and look for the data-sumo-site-id= part. It should be a long string of letters and numbers. Copy that and paste it somewhere.

install_code.png

If you're using the Sumo Shopify app, your install code will look like this:

shopify_app_install_code.png

If your install code is missing the data-sumo-site-id (or siteID= for Shopify app users), skip to the next section!

Now go to sumo.com/sites and find the Sumo Site you installed on your site. To the right of the Manage button next to your Sumo Site, open the menu and select View Install Code.

view_install_code.png
view_install_code_2.png

Match the data-sumo-site-id against the one you copied from your website. If they match, the account you're logged into on sumo.com should be the one you need to log in with.

If the two SiteIDs do not match, write in for help!


Install code doesn't look right?

If your install code is missing the data-sumo-site-id, or if you can't find the code, then it's probably being modified by something on your website.

Here are the most common causes:

  • The install code is being cached by your website
  • The install code is being modified by something (a plugin/app) on your website

You cannot cache or modify the Sumo install code, or it Sumo will not work properly and result in errors like the "not authorized" one!

If you are running a plugin that modifies JavaScript, you'll need to either disable it or add an exception for the Sumo install code.

Here's a list of known plugins that can cause conflicts with Sumo:

  • Above the Fold Optimization
  • JCH Optimize
  • W3 Total Cache
  • WP Fastest Cache
  • WP Super Cache
  • Plugins that include MooTools

Using W3 Total Cache? Check the section below.


Using W3 Total Cache?

W3 Total Cache has a setting called JS Minify that can cause the Sumo install code to stop working properly and cause this issue.


Was this article helpful?
1 out of 13 found this helpful
Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.