A troubleshooting guide for account login problems, including instructions on how to reset your password.
Are you encountering the following error when attempting to log in to ShipStation? If so, this section will guide you through a few steps to get you logged in to ShipStation successfully.
The username or password you entered was invalid. Please note that repeated failed attempts will result in your account being locked out.
All usernames are unique, but ShipStation allows the same email address with multiple usernames. Always log in with your username to ensure your credentials match the account you are logging into.
In some cases, your email address might also be your username. A single email address could be used for multiple users (for example, warehouse@company.com) and this email address could also be one person's username. To avoid confusion, always log in with your username.
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Are you able to log in using your username and not your email address? |
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Great! You're all set. |
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OK, let's try resetting your password. |
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OK, let's try resetting your password. |
Once you are sure that you are logging in with the correct username, the next step is to reset your password.
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Click the Forgot my password link on the ShipStation login page.
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Enter your username into the Username field. (Be sure to enter your username, not your email address.) Then, click the Send Password Reset Instructions button.
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Check for an email sent to the email address associated with your username. Click the Reset Password: link in the email.
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Enter a new password into the New Password and Confirm Password fields. Then, click the Change Password button.
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Log in to ShipStation using your username and new password.
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Are you able to log in to ShipStation using your new password? |
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Great! You're all set. Be sure to make note of your new password. |
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OK, let's check your ShipStation user account. |
Your ShipStation user account may become locked or inaccessible to you after multiple failed log in attempts. Another possibility is that your account is set to not allow you to log in.
Have your ShipStation administrator check your user account to see if it is locked or set to not allow logins.
To check a ShipStation user account:
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Go to
Settings > Account > User Management. -
Click the Edit link to the right of the locked user account.
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If the account is locked, click the Unlock Account button.
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Verify that the Allow this user to log in option is checked.
Attempt to log in again using your username and password.
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Are you able to log in to ShipStation after your account was checked? |
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Great! You're all set. |
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OK, it's time to reach out to ShipStation support for assistance. |
If you are still unable to log in, an account admin must contact ShipStation Support to request a password reset.
Password reset requests require the following:
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The user contacting ShipStation MUST be an active Admin-level user on the account.
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The username of the user unable to log into ShipStation.
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The billing address and last four digits of the credit card used for the ShipStation subscription.
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If you are the only user on the account and are unable to log in to submit a support case, provide the information needed in an email to support@shipstation.com.au.
Are you encountering the following error after multiple attempts to log in to ShipStation, but cannot locate the email indicated in the error message?
Your account has been blocked after multiple consecutive login attempts. We've sent you an email with instructions on how to unblock it.
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Check your SPAM email folder for the automated email message sent from ShipStation. In many cases, automated emails are automatically sent to SPAM.
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Follow the steps outlined in the email to unlock your ShipStation user account.
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Were you able to locate the email in your SPAM folder and follow the steps to unlock your account? |
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Great! You are all set! |
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Please reach out to ShipStation support. We are happy to help. |
Are you encountering the following error when attempting to log in to ShipStation? If so, this section will guide you through a few steps to attempt to get you logged in to ShipStation successfully.
An unexpected error occurred during login.
Ensure that your username and password are entered correctly. Then, try to log in again.
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Were you able to log in after ensuring that your username and password were correct? |
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Great! You are good to go! |
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OK, let's try logging in using an incognito/private browsing window. |
Try to log in to ShipStation using an incognito or private browser window. Using an incognito window bypasses any information stored in your web browser that may interfere with logging in to ShipStation.
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Were you able to log in to ShipStation using an incognito/private browser window? |
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Great! One more thing that will help avoid getting this error again is to clear your browser's cache. |
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OK, let's check the ShipStation status page to see if there are any login issues being reported.
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Please wait 3 to 5 minutes and try to log in again. Sometimes latency can cause a delay during login causing ShipStation to display an "unexpected" error.
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Were you able to log in to ShipStation after waiting a few minutes? |
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Great! You're all set. |
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Please reach out to ShipStation support. We are happy to help. |