Fixing sign-in and two-factor problems

This guide is for you, the store owner or a team member, when you cannot get into your Orbit dashboard. If one of your customers cannot sign in to your storefront, see Helping a customer who cannot sign in.

You cannot get into your Orbit dashboard. The sign-in page refuses your password, the reset email never turns up, or your two-factor code is rejected. Work through the causes below in order. Most lockouts are sorted by the first two.

Your password or email address is wrong

This is the most common cause by a long way.

1. Check you are signing in with the email address the account was created with. A team member's address is not the same as the owner's.
2. Type the password again with caps lock off. If it fails, click Forgot password? on the sign-in page.
3. On the Reset password page, type your address in Email and click Send reset link.
4. Open the link in the email and set a new password. The message Password reset successful. Please log in with your new password. appears.

Two messages mean you should reset rather than keep guessing: Too many login attempts. Please wait a minute and try again. and You've entered an incorrect password too many times. Reset your password to log in.

Note: A reset link works once. If you see Invalid or missing reset token, the link has been used or has expired. Request a new one.

Your email address has not been verified

A new account has to confirm its email address before it can sign in.

1. Check the sign-in page for Email Verification Required.
2. Click Resend Verification Email. The message Verification email sent! Please check your inbox. appears.
3. Open the email and follow the link, then sign in again.

The reset email has not arrived

1. Check your spam or junk folder first, then any filters or rules your email provider runs.
2. Check you typed the right address. The page shows If an account with that email exists, we've sent a password reset link. whether or not the address is on an account.
3. Wait five minutes, then request one more. The form shows Wait {seconds}s before trying again while it is cooling down, and repeated requests slow it further.
4. If nothing arrives after that, contact support from an address that matches the account where you can.

Your two-factor code is refused

On the Two-Factor Authentication screen you are asked to Verify your identity for your email address.

1. Check your phone's clock is set to automatic time. Authenticator codes are based on the time, so a clock that has drifted produces codes that fail.
2. Wait for the app to show a fresh code, then type all six digits into Authenticator Code and click Verify.
3. If you use text messages, click Resend code and type the new SMS Verification Code.
4. If your passkey is refused, read the message. Passkey sign-in was cancelled. means the device prompt was dismissed, so try again. A passkey registered to a different dashboard cannot be used here.

Tip: Tick Trust this device for 30 days on a computer you own. That browser then skips the code until the trust runs out.

You have lost your phone or your passkey device

1. On the two-factor screen, click Use a backup code.
2. Type one of the ten codes you saved into Backup Code and click Verify. Each code works once.
3. Once you are in, go to Settings, then Security, and set up a new second factor on the device you still have.
4. Click Regenerate Codes on the Two-Factor Authentication card to issue a fresh set. The old codes stop working.

A passkey lives on the device or password manager that made it. One created on your phone is not on your laptop unless your manager syncs it. Add a second passkey on your other device while you are signed in, before you need it.

With no device and no backup codes, contact support. Checking who you are before handing an account back is deliberately not instant.

Orbit says your store is suspended

If you see Your store is suspended, this is not a sign-in fault. The storefront is offline and the dashboard is closed while the suspension stands. Reply to the suspension email, or contact support, and the team will review it. Click Try a different account to sign in to another store you own.

A team member cannot sign in

1. From your Orbit dashboard, go to Settings, then Team.
2. Find the person on the Members tab and read their Status. Active means the account is live. Suspended means their access is switched off.
3. If the status is Invitation Pending or Expired, they never finished setting up. Click the ... at the right of the row, then Resend Invitation. Invitations expire after 7 days.
4. If the status is Active and they still cannot get in, ask them to reset their own password. As a last resort, click Remove and invite them again.

If it still does not work

Contact support with the email address on the account, the exact message on screen, and the time you last tried. If two-factor is involved, say which method you use and whether you still have your backup codes. Account recovery needs an identity check, so allow time for it.

Related guides

• Setting up two-factor authentication and passkeys
• Securing your account and checking the activity log
• Inviting and managing team members
• Creating your account