Trouble Signing In? Get Back Into Your Account

If you’re seeing an error when you try to sign in—or the page isn’t loading at all—you’re in the right place. Most sign-in issues resolve in a few quick steps.

Start Here: The Basics

Before anything else, confirm these three things:

• Sign in here: https://visitingmedia.com and locate the Login icon in the top right. 
  • If you have an old login page bookmarked (such as a truetour.app URL), it should redirect automatically, but try the direct URL first to rule out any caching issues.
• Sign in with the same email address you’ve always used. 
  • If your company recently changed email domains (for example, from @oldname.com to @newname.com), your account is still tied to your original email. Try signing in with that one.
• Check your browser. 
  • Clear your cache and cookies, or try an incognito/private window. 
  • This resolves most “page not loading” issues.

Common Errors and What They Mean

“Account not found”

This usually means the email address you entered doesn’t match an account in the system. Double-check for typos, and try your original company email if your domain has changed. If you’re a new team member who hasn’t signed in before, your property admin may need to add you—reach out to them or contact our support team.

“504 Gateway Timeout” or page won’t load

This is a temporary server issue, not a problem with your account. Wait a minute and try again. If it persists for more than a few minutes, our team is likely already aware—but feel free to report it so we can confirm.

“Incorrect password” or credentials not accepted

Use the “Forgot password” link on the sign-in page to reset your credentials. The reset email will go to the address associated with your account. If you don’t receive it within a few minutes, check your spam folder.

Recently Changed Your Company Email Domain?

If your organization migrated to a new email domain, your Visiting Media account is still linked to your previous address. Sign in with your old email for now. To update the account to the new email domain, navigate to My Account > Sign In & Security > Change Email. 

First Time Signing In After the Platform Update?

The Visiting Media platform recently moved to a new sign-in experience. When you log in for the first time, you’ll be prompted to confirm your profile. This is expected and does not indicate a problem with your account. Your content, tours, and links are all intact.

The Page Is Blank or White

If the sign-in page loads but shows nothing at all, it's almost always one of these:

1. Your browser is holding an old copy of the page. Clear your cache and cookies, or open the page in an incognito or private window. This fixes most blank screens.

2. A browser extension is interfering. Try a private window (extensions are off there by default) or another browser. If that works, re-enable extensions one at a time to find the culprit.

3. Your company's network is blocking the platform. If the page is blank on your work network but loads on your phone or home connection, ask your IT team to allowlist the Visiting Media platform domains using our Domain Allowlist guide.

1. It's on our side. If teammates are seeing the same blank page at the same time, skip the steps above and contact our support team right away. Tell us when it started, your browser and version, and that multiple people are affected. That combination usually means something changed on our end, and we can move fast with that information.

Need additional help? Contact our support team and we’ll be happy to assist you.