Troubleshooting | Can't Log In / 2FA Issues
Locked out of your dashboard? Password reset, lost 2FA device and passkey problems — the recovery paths in order.
Work these in order — most lockouts resolve in the first two steps.
1. Wrong password
Use Forgot password on the login page. The reset email arrives within a minute or two — check spam before anything else, and make sure you are logging in with the email you registered with (a team member's email differs from the owner's).
2. The reset email never arrives
Spam/junk folder, then any email filters or rules your domain runs.
Wait five minutes and request once more — repeated rapid requests can rate-limit.
Still nothing after that: contact support from an email address matching the account where possible.
3. Two-factor authentication problems
Authenticator app codes rejected — check your phone's clock is on automatic time; TOTP codes are time-based and a drifted clock breaks them.
Lost phone — use the recovery codes you saved at 2FA setup. Each works once.
No recovery codes and no device — contact support; identity verification for an account recovery is deliberately not instant.
4. Passkey problems
Passkeys live on the device or password manager that made them — a passkey created on your phone is not on your laptop unless your manager syncs it. Create a second passkey on your other device while you are logged in, before you need it.
5. A team member is locked out
The store owner can remove and re-invite them from Settings → Team — a fresh invite resets their access cleanly.
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