"Your account has been declined" Error

Possible Cause:

The user has been "deactivated" within the dashboard.

Solution:

1. Navigate to Teams.
2. Click on Deactivated.
3. Search for the user by name.
4. Click Reactivate on the right side of the user's profile.

"Sorry, we couldn't log you in" Error

Possible Causes:

The user's email is already registered as an associate, either in your shop or with another retailer.

The user entered an invalid password (must be at least 8 characters long and contain at least one number or special character).

Solution:

• Verify whether the user is already registered under your retailer or another retailer’s account.
  • If the user is under Deactivated, click Reactivate to restore access.
  • If the user is under Activated, instruct them to click Sign In on the Welcome screen instead of Create Account.
• Ensure the user enters a valid password that meets the requirements (at least 8 characters long and includes at least one number or special character).

"We were unable to submit your password" Error

This issue is typically the same as the "Sorry, we couldn't log you in" error but occurs specifically on Android devices.

Possible Causes:

The user's email is already registered as an associate, either in your shop or with another retailer.

The user entered an invalid password (must be at least 8 characters long and contain at least one number or special character).

Solution:

• Verify whether the user is already registered under your retailer or another retailer’s account.
  • If the user is under Deactivated, click Reactivate to restore access.
  • If the user is under Activated, instruct them to click Sign In on the Welcome screen instead of Create Account.
• Ensure the user enters a valid password that meets the requirements (at least 8 characters long and includes at least one number or special character).