Dazos

Users experiencing IQ access issues typically report:

The 'Switch to IQ' option is not visible in the CRM side menu

Direct login to IQ fails with "username or password is invalid" error

User appears correctly configured in both CRM and IQ settings

Other users in the same instance can access IQ successfully

- The 'Switch to IQ' option is not visible in the CRM side menu
- Direct login to IQ fails with "username or password is invalid" error
- User appears correctly configured in both CRM and IQ settings
- Other users in the same instance can access IQ successfully

This issue occurs due to user profile synchronization problems between CRM and IQ. When user profiles are not properly synchronized across both platforms, the authentication system cannot validate access credentials correctly. ​

Follow these steps to resolve IQ access and synchronization issues: ​

Step 1: Update User Configuration and Synchronize Profile

Access the user's profile in both CRM and IQ systems

Update the user configuration to ensure settings match across platforms

Synchronize the user profile across both CRM and IQ

1. Access the user's profile in both CRM and IQ systems
   
   
    
2. Update the user configuration to ensure settings match across platforms
   
   
    
3. Synchronize the user profile across both CRM and IQ
4. Save the changes in both systems

Ensure the user's password is identical in both CRM and IQ

If passwords don't match, update the IQ password to exactly match the CRM password

Confirm there are no extra spaces or character differences

1. Ensure the user's password is identical in both CRM and IQ
2. If passwords don't match, update the IQ password to exactly match the CRM password
3. Confirm there are no extra spaces or character differences

Have the user log out of the CRM completely

The user should log back in using their regular credentials

Check if the 'Switch to IQ' toggle now appears in the CRM side menu

Test the toggle to verify it works correctly

1. Have the user log out of the CRM completely
2. The user should log back in using their regular credentials
3. Check if the 'Switch to IQ' toggle now appears in the CRM side menu
4. Test the toggle to verify it works correctly

Have the user attempt direct login to the IQ instance

Use the same credentials that work for CRM access

If login still fails, repeat Step 2 to ensure exact password matching

1. Have the user attempt direct login to the IQ instance
2. Use the same credentials that work for CRM access
3. If login still fails, repeat Step 2 to ensure exact password matching

After completing the solution steps, verify that:

The 'Switch to IQ' option is visible in the CRM side menu

The toggle successfully switches between CRM and IQ

Direct login to IQ works with the user's CRM credentials

- The 'Switch to IQ' option is visible in the CRM side menu
- The toggle successfully switches between CRM and IQ
- Direct login to IQ works with the user's CRM credentials
- Both access methods work consistently

The issue persists after following all troubleshooting steps

Password synchronization fails repeatedly

Multiple users experience similar access issues

You need assistance with user configuration or profile synchronization

- The issue persists after following all troubleshooting steps
- Password synchronization fails repeatedly
- Multiple users experience similar access issues
- You need assistance with user configuration or profile synchronization

⚠️ Note: When contacting support, provide details about which specific steps were attempted and any error messages received. ​

- User Permission Management guides
- CRM-IQ Integration documentation
- User account management troubleshooting

This guide helps resolve issues when users cannot access IQ despite being properly configured. The most common cause is user profile synchronization problems between CRM and IQ platforms.

Troubleshooting IQ Access and User Synchronization Issues (CRM - IQ)

Find answers and get help from Intercom Support and Community Experts

Conversations you've started through the messenger will appear here.

No conversations created by you

Try using different keywords or checking for typos.

No conversations found

Title

This site employs cookies and other technologies that we and our third party vendors use to monitor and record personal information about you and your interactions with the site (including content viewed, cursor movements, screen recordings, and chat contents) for the purposes described in our Cookie Policy. By continuing to visit our site, you agree to our {websiteTermsLink}, {privacyPolicyLink} and {cookiePolicyLink}.

This site uses cookies and similar technologies ("cookies") as strictly necessary for site operation. We and our partners also would like to set additional cookies to enable site performance analytics, functionality, advertising and social media features. See our {cookiePolicyLink} for details. You can change your cookie preferences in our Cookie Settings.

We use cookies to make our site work and also for analytics and advertising purposes. You can enable or disable optional cookies as desired. See our {cookiePolicyLink} for more details.

Advertising cookies are set by our advertising partners to collect information about your use of the site, our communications, and other online services over time and with different browsers and devices. They use this information to show you ads online that they think will interest you and measure the ads' performance. Social media cookies are set by social media platforms to enable you to share content on those platforms, and are capable of tracking information about your activity across other online services for use as described in their privacy policies.

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.

These cookies are necessary for the website to function and cannot be switched off in our systems.

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.

You have the right to opt out of the sale of your personal information. See our {cookiePolicyLink} for more details about how we use your data.

Your Privacy Choices

We use cookies to enhance your experience. You can customize your cookie preferences below. See our {cookiePolicyLink} for more details.

Cookie Settings

Empty Help Center

Uh oh. That page doesn’t exist.

Home

Search results

Disappointed

Neutral

Smiley

Thinking...

Searching through sources...

Analyzing...

Tickets submitted through the messenger or by a support agent in your conversation will appear here.

Troubleshooting IQ Access and User Synchronization Issues (CRM - IQ)

Symptom/Error

Cause

Solution

Step 1: Update User Configuration and Synchronize Profile

Step 2: Verify Password Synchronization

Step 3: Test CRM Toggle Access

Step 4: Test Direct IQ Login

Verification

Escalation

Related Resources