You might be having trouble logging in to the Kayako Live Chat channel through the desktop app due to an 'Invalid username or password' error.
Your Kayako Live Chat credentials (username and password) are the same as your staff user account credentials. This is the same username and password you use to log into the Staff Control Panel to manage tickets (or admin username and password for admin accounts).
If you are having trouble signing in to the Live Chat desktop app due to an 'Invalid username or password' error, you need to make sure you are entering the correct staff user account credentials. If you forgot your password, then you have two options to reset it:
If you know the email address associated with your user account, follow these steps:
- Go to the Staff Control Panel sign on screen.
- Click View Options.
- Click the Lost password button.
- On the next screen, enter the email address associated with the user account you want to reset the password.
- Click Submit then check your mailbox for the password reset link and instructions.
If you don't know the email address associated with your user account, then you need to contact your Kayako Classic administrator to reset it through the admin control panel.
Please visit the Changing the Staff or Admin Password article for more information about resetting staff accounts passwords through the admin control panel.