What to do if I can't access Piano Analytics' solution?
External blocking factors might prevent you from accessing Piano Analytics. Below is a list of common causes and steps you can take to resolve access issues on your own. If the problem persists, Piano Support can help.
1) Confirm you’re using the correct URL
Access Piano Analytics at: https://analytics.piano.io
If you are trying to log in and can’t reach the platform, make sure you are not using an outdated bookmark or an incorrect environment URL.
2) Check your login and password
If you can reach the login screen but can’t sign in:
Your login is your email address
If you don’t have a working password, go to https://auth.piano.io/u/login/ and use Forgot password?
If you’re not sure whether your account is active or correctly provisioned, confirm with your organization’s Piano administrator.
3) Reload the page and bypass cached content
An element from your browser’s cache can prevent you from accessing the solution.
Use
CTRL + F5to force a refresh and bypass cached files.
If that’s not enough, fully clear your browser cache (see your browser’s help documentation for steps), then try again.
4) Test in a private/incognito window
Open a private browsing window (Incognito/InPrivate) and try accessing Piano Analytics again. This helps determine whether stored cookies/cache or extensions are causing the issue.
5) Disable AdBlockers and other browser extensions
We advise you to turn off AdBlockers on our interfaces. In certain cases, they can prevent access (there are no ads on our tool!)
Also consider temporarily disabling other browser plugins/extensions that could interfere with scripts, cookies, or authentication, then retry access.
6) Try a different browser (and keep it up to date)
Your browser (or its version) may not support certain technologies used by our solution.
Try a different, up-to-date browser to confirm whether the issue is browser-specific.
7) Try a different internet connection (and disable VPN if applicable)
Try using a different internet connection (for example, a mobile hotspot/5G connection) to rule out network restrictions.
Some companies use a proxy, firewall rules, or security policies that restrict access to certain websites. If changing the connection fixes the issue, contact your internal technical teams to authorize/whitelist access to Piano Analytics.
8) Check service availability
If everything looks correct on your side, check for platform incidents or maintenance on the Piano status page: https://status.piano.io/
Still blocked?
If you still can’t access Piano Analytics after trying the steps above, contact Piano Support and include:
The URL you’re trying to access
The browser name/version and OS
Whether it works in private browsing
Whether it works on another network
Any screenshots or error messages (including time of occurrence)