How can I solve account issues in Agora Console?

This page provides solutions to issues that users may encounter when using Agora Console.

Issue description

You can log in to Agora Console with a registered email address or third-party account, such as Google, GitHub, or WeChat. During this process, you may encounter the following issues:

• Have signed up to Agora Console with a third-party account, but cannot use the e-mail address and password of the third-party account to login to Agora Console.
• Have signed up to Agora Console with an email address but cannot bind the Agora account to a third-party account.

Reason

The email signup and login is independent of the third-party signup and login within Agora Console. You can only use the credentials that you used to sign up to Agora Console for your logins.

Solution

• If you have signed up to Agora Console with a third-party account, use the third-party account for your logins.
• If you have signed up to Agora Console with your email address, use this along with your password for your logins or provide a phone number for code verification. You cannot bind your Agora account to a third-party account, even if it shares the same email address.

Issue description

Email address login failures are covered in the following scenarios:

• Cannot login after signing up with a third-party account.
• Cannot login after signing up with an email account.

Reason

The email signup and login is independent of the third-party signup and login within Agora Console. You can only use the credentials that you used to sign up to Agora Console for your logins.

Solution

• If you have signed up to Agora Console with a third-party account, use the third-party account for your logins.
• If you have signed up with an email address, check if your password is correct. If you have forgotten your password, either reset your password or log in with a phone number and a received verification code.

Issue description

You cannot submit an ID Authentication at Agora Console after verifying your phone number.

Reason

ID Authentication is required only for the following users:

• A user who has passed phone number verification and whose number is from mainland China.
• A user who has completed email verification and whose IP address is from mainland China.

Users that do not fall into the above two categories can use the Agora services directly without the need for an ID authentication.

Solution

If your verified phone number or network IP address does not belong to mainland China, real-name authentication is not required. If you wish to submit real-name authentication information, modify your phone number or network IP address in the Agora Console to one belonging to mainland China.

Issue description

Due to business requirements or operational errors, some users need to switch their Agora Console account from the International version to the Domestic version, but cannot find the switch settings in Agora Console.

Reason

To comply with data security and compliance requirements, the international and domestic versions of Agora Console have data isolation, so users cannot switch account regions on their own.

Solution

• If there is minimal project data in your account, Agora recommends registering a new domestic version account.
• If there is significant project data in your account, contact us at support@agora.io for assistance with account switching and data migration.

Warning

• Agora only supports switching from an international account to a domestic one; reverse operations are not supported.
• Once you switch your international account to a domestic one, this operation cannot be undone. Therefore, please proceed with caution.