Troubleshooting Access to GTM One ("Access Not Allowed" errors)

Learn how to fix Access Not Allowed and sign-in problems in GTM One.

Overview

You reach GTM One at gtm.zoominfo.com, through the ZoomInfo application selector, or from the GTM One option on the ZoomInfo login screen. Sign-in uses single sign-on (SSO). If you can't get into GTM One, find the symptom below that matches what you see and follow the steps for it.

"Access Not Allowed" Message When You Open GTM One

Symptom

You sign in and go to gtm.zoominfo.com, but instead of the home screen you see a page titled "Access Not Allowed" with the message "You don't have permission to access this application." and the note "Please contact your administrator for access to GTM One features." The left navigation panel shows only your profile at the bottom, and its menu offers only Sign Out.

Cause

Your ZoomInfo user has not been set up with access to GTM One. Your sign-in worked, but GTM One isn't turned on for your user. You can't change this yourself from inside GTM One.

Resolution

1. Contact your ZoomInfo admin and ask them to give your user access to GTM One.
2. After your admin confirms the change, click your name or initial at the bottom of the left navigation panel, and then click Sign Out.
3. Go to gtm.zoominfo.com and sign in again.

If you still see "Access Not Allowed" after your admin confirms your access, see the Escalation section below.

Session Problems on First Sign-In

Symptom

The first time you sign in to GTM One, you're signed out unexpectedly, sent back to the sign-in page, or the session doesn't behave as expected. This can happen when you're also signed in to a different ZoomInfo tenant (another ZoomInfo account or organization) in another browser tab.

Cause

The session for the other ZoomInfo tenant can collide with your GTM One session in the same browser.

Resolution

1. Go to the browser tab where you're signed in to the other ZoomInfo tenant, and sign out of it or close that tab.
2. In GTM One, click your name or initial at the bottom of the left navigation panel, then click Sign Out.
3. Go to gtm.zoominfo.com and sign in again with the account you use for GTM One.

Single Sign-On (SSO) Problems

Symptom

You can't complete the sign-in step (e.g., your SSO sign-in page shows an error, or it doesn't accept your credentials) before GTM One loads.

Cause

GTM One uses single sign-on, so sign-in is handled by your organization's SSO setup rather than by GTM One.

Resolution

1. Contact your ZoomInfo admin about the sign-in problem, and include the error message you see on the sign-in page.

Escalation

If none of the steps above resolve the problem, contact your ZoomInfo admin or ZoomInfo support. To help them look into it faster, include:

• The exact message you see, or a screenshot of it
• The address in your browser when the problem happens (e.g., gtm.zoominfo.com)
• The date and time the problem happened
• Whether you're signed in to any other ZoomInfo tenant in the same browser