USER ACCOUNTS · TROUBLESHOOTING
Find where the problem occurs.
From login to the required menu.
An access problem can occur before login, after login, or when opening a specific function. First determine at which step it appears so you can check the relevant information.
Note the exact message and time before repeating the process. Clearly distinguishing between incorrect login details, missing permissions, and the wrong context helps direct the investigation faster.
Go through the guide
1. You cannot open the login page
Check that you are using the official administration address from the instructions you received. Open it directly instead of using an old saved link to a specific document or page after login.
Note the displayed message and check whether your internet connection works on other pages. If the browser reports a security certificate issue or unexpected redirect, do not enter any information before verifying the address with support.
2. The page works, but login is unsuccessful
- Check the email address or username associated with your account.
- Check uppercase and lowercase letters, keyboard layout, and spaces when copying.
- Check whether the password manager selected the entry for the appropriate address and user.
- For a forgotten password, start the official access recovery process.
- If the system says that the account is unavailable or access is restricted, ask the responsible person to verify it.
Do not repeat a large number of attempts or use someone else’s account. Note the message and contact support when the basic checks do not help.
3. The recovery message does not arrive or the link does not work
Check that you are using the email associated with the account and review your spam and quarantine folders. If your company filters messages, ask the person who manages email to check delivery.
If the link is no longer valid, start a new request on the official page and follow the new message. If you no longer have access to the old address, contact support to verify the account; do not open a replacement account without agreement.
4. You are logged in, but there is no menu or data
Check the seller name, selected store, content language, and active filters. An empty list may be the result of a filter, while a missing option may depend on permissions or an activated service.
As an example, state which product, order, or function you expect to see and what task you need to perform. Do not request full administrator access just to check one missing action.
User roles and permissions · Selecting a store and working language
5. The system sends you back to the login page or the action does not finish
Note whether this happens immediately after login or during a specific action. Before refreshing, save your own unsaved text in a suitable place, without copying passwords or other secret information.
Check whether the browser allows the cookies required for the page to work. If necessary, compare the behavior in another up-to-date browser on your device, using the official address and your own account.
Do not disable browser protection or delete all browsing data as a first step. Tell support the browser, device, and steps so the investigation can focus on the specific case.
What to send to support
- The seller or store name and the user’s email address.
- The exact page address where the problem occurs.
- The date and time of the attempt with your time zone.
- The expected result and what actually happened.
- The exact message, steps, and whether you can reproduce the problem.
- The device, browser, and a screenshot without sensitive information.
Do not send your password, login code, or recovery link. For the same case, continue the existing conversation and add the new verification results. If you suspect unauthorized access, state this clearly immediately.
Frequently asked questions
It works for a colleague but not for me. Does that mean the system has an error?
Accounts may have different permissions and context. Compare the address, seller, and task without sharing passwords.
Should I create a new account immediately?
First check the existing account and access recovery. A new account does not automatically resolve a permissions problem and may create an additional record.
What if the problem can no longer be reproduced?
Send the recorded time, message, and circumstances, and state that it is currently working. This information may help investigate an intermittent problem.