(Error 403) We could not authenticate with our servers. Please try again.

Issue Symptom 

The error message “(Error 403) We could not authenticate with our servers. Please try again.” is received when attempting to create or log into your Index account.

Cause & Resolution 

You're receiving this login-specific error because you are not running the most recent version of Index from the app store or have a caching issue while using our web version. To help get you logged back in or create an account, we have some tips you can try.

Note: The tips below are suggested troubleshooting steps. If you cannot complete the instructions below, we cannot guarantee that you can log back into your account or create an account successfully. 

Mobile Steps

1. Update the Index app to the most recent version available from your app store (then try to create or login again)
2. If the step above does not fix the issue, uninstall Index from your device, then reinstall from the app store.
3. Attempt to log in to Index or create an account again. 

If you are still receiving an error and cannot log back in or create an account after updating or reinstalling Index from the app store, you will be unable to use the app moving forward.

Why?

You are most likely running an unapproved version of Index that is not from your app store or have an old OS version on your device that we do not support. Please check the Minimum device requirements article for the minimum phone OS version we require to download and use the Index app.  

Note: Support is only able to troubleshoot issues related to web errors and cannot assist with any 403 errors on iOS or Android devices. 

Web Steps

1. Please clear the browser cache & cookies.
2. Reload the Index Web page (if needed, you can close your browser window and re-launch Index Web again).
3. If you continue to run into problems, please contact support.