---
title: Unable to Login to the KeyShot Account
description: When trying to login to your KeyShot Cloud Account, a perpetual spinning circle appears along with the message "Connecting to your KeyShot Cloud Account"
---

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# Unable to Login to the KeyShot Account

## When trying to login to your KeyShot Cloud Account, a perpetual spinning circle appears along with the message "Connecting to your KeyShot Cloud Account"

### Issue

When trying to login to a KeyShot Cloud Account, or purchase KeyShot from the webstore, the following message appears along with a spinning circle that never goes away. Users are not able to login.

![](https://support.keyshot.com/hs-fs/hubfs/image%20(55)%20(2)-png.png?width=625&height=343&name=image%20(55)%20(2)-png.png)

### Environment Details

- KeyShot website

### Cause

- Returning customers may have some old files cached in their browsers as changes to the website were deployed. 

### Resolution

To have the sign in work properly, you need to manually go to your browser's settings and clear all the cache and cached files. Each Browser will have a different method to clear the cache but essentially it will be in the Settings under Privacy and Security. 

If you still have issues, please create a ticket in the Support Portal

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