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Optimizely Knowledge Base

Frequently Asked Questions in Optimizely Classic: Account questions

This article is about Optimizely Classic. If you're using Optimizely X, check this article out instead.
relevant products:
  • Optimizely Classic

  • Find answers for frequently asked account questions for Optimizely Classic

Account questions 

Don’t see your question on this list? We welcome your feedback! Please scroll to the bottom of the page to click open the dialog box. Select the No option, then let us know what you're looking for.

What are Optimizely's password requirements? 

Passwords have to be at least 8 characters long and use at least two of the following: lowercase letters, uppercase letters, numbers, and symbols.

I'm having trouble accessing my account. What should I do? 

Here are a couple of fixes you may want to try first.

I'm getting a "There is no account you have permissions for" error when I try to log in

This means your account is not linked to any project. Your Optimizely account was created when you were added as a collaborator, and now you have been removed. Please ask an administrator to re-add you to the Optimizely project you're working on.

I need help from the support team regarding log in

Still can't log in? On the Home Page, choose Need help logging in? and then Still can't log in? Request help. This sends an account recovery request to our support team, who will contact you within 24 hours.

Which version of Optimizely do I have? 

If you are confused about whether you are running Optimizely Classic or Optimizely X Web, check out this article that explains how to tell the difference.

Is it possible to run experiments on multiple domains with one account? 

You can run experiments on as many domains as you like with a single account. In fact, you can actually use the Options > URL Targeting controls to run a single experiment on multiple domains at the same time. However, you'll want to be aware of Optimizely's cross-domain tracking limitations.

Some Optimizely plans can create multiple projects to manage different domains. For more information about projects, click here.

What happens if I exceed my monthly unique visitors? 

If you exceed your monthly unique visitor (MUV) limit on an annual plan or monthly self-serve plan, you will be billed an overage fee. If you feel that you've received this overage in error, please contact our support team and we'll be happy to assist you.

If you exceed the monthly unique visitor limit on the legacy Starter plan, your experiments will be paused until the beginning of the next monthly billing cycle. This cycle begins on the day of the month when you started your subscription.

When your experiments are paused, your visitors will see your original site, and not the variations you created in Optimizely. If you think you need more monthly unique visitors than your plan allows, please call us about a customizable Enterprise plan at 1-800-252-9480.

How do I cancel an account? 

To cancel an annual Optimizely account, please contact your Customer Success Manager.

If you're on a Pay-As-You-Go or legacy (Gold, Silver, or Bronze) plan, you can cancel your subscription at any time by clicking Cancel in the top section of the Billing window.