Account & Access Issues
If you can’t log into Merchkit, forgot your password, or don’t have permission to access a workspace, this guide will help you regain access.Login Problems
Error: “Invalid Email or Password”
What it means: The email or password you entered doesn’t match our records. What causes it:- You’re using the wrong email address (typo or different email than your account).
- You’ve entered the wrong password.
- Your account doesn’t exist yet.
- Check your email spelling: Verify you’re typing the correct email address (watch for typos).
- Try password reset: If you forget your password, click Forgot Password on the login page.
- Use correct email: If you have multiple email accounts, try the one you used to sign up for Merchkit.
- Contact Support: If you still can’t log in, email support@merchkit.com with your account email.
Error: “Account Doesn’t Exist”
What it means: No account is registered with the email address you entered. What causes it:- You haven’t signed up yet.
- You signed up with a different email address.
- Check if you signed up with a different email (check your email history for Merchkit invitations).
- If you’re a new user, click Sign Up and create a new account.
- If a team member invited you, look for the invitation email and click the invite link.
Error: “Your Account is Locked” or “Too Many Login Attempts”
What it means: You’ve entered an incorrect password too many times, and your account is temporarily locked for security. What causes it:- Someone tried to access your account with wrong passwords (attempted breach).
- You accidentally entered the wrong password multiple times.
- Wait 15-30 minutes: The account lock is temporary and automatically lifts.
- Use password reset: Even while locked, you can click Forgot Password to reset and regain access immediately.
- Contact Support: If the lock persists after 30 minutes, email support@merchkit.com.
Error: “Email Not Verified”
What it means: You signed up but haven’t confirmed your email address yet. What causes it:- You didn’t click the verification link in the email you received.
- The verification email expired (usually valid for 24 hours).
- Check your email: Look for a message from noreply@merchkit.com with subject “Confirm your email address” or similar.
- Click the link: Open the email and click the verification link.
- Resend the email: If you can’t find the email, go back to the login page and click Resend Verification Email. Enter your email and we’ll send a new link.
- Check spam folder: The email might be in your spam or promotions folder.
Password Reset and Recovery
How to Reset Your Password
- Go to the login page at https://app.merchkit.com/login.
- Click Forgot Password?.
- Enter your email address.
- Click Send Reset Email.
- Check your email (including spam folder) for a message from Merchkit.
- Click the Reset Password link in the email (valid for 2 hours).
- Enter your new password.
- Click Save Password.
- Log in with your new password.
Password Reset Email Doesn’t Arrive
What causes it:- Email went to spam or promotions folder.
- Email address wasn’t recognized.
- Server outage (rare).
- Check your spam/junk folder for emails from noreply@merchkit.com.
- Verify you entered the correct email address on the reset form.
- Wait 5-10 minutes and try requesting the reset again.
- If it still doesn’t arrive, contact support@merchkit.com with your email address.
Password Requirements
When setting a new password:- Minimum 8 characters
- At least one uppercase letter (A-Z)
- At least one number (0-9)
- At least one special character (!@#$%^&*)
MyPassword2024!
Permission and Workspace Access Errors
Error: “You Don’t Have Permission” or “Access Denied”
What it means: Your user role in the workspace doesn’t allow you to perform the action you’re trying to do. What causes it:- You’re a Viewer trying to edit a catalog or attribute (Viewers can only view).
- You’re an Editor trying to invite team members (only Owners and Admins can).
- You’re an Editor trying to change workspace settings (only Owners and Admins can).
- Identify what you’re trying to do: Check which action triggered the error.
- Review your role: Ask your workspace Owner or Admin what role you have (go to Settings > Team to see your role).
- Request a role upgrade: Email your workspace Owner or Admin asking them to upgrade you to a role with the permission you need.
- Ask for help: If you need someone to perform the action, ask an Owner or Admin to do it on your behalf.
Error: “Workspace Not Found” or “No Workspaces Available”
What it means: You don’t have access to any workspaces, or the workspace you’re looking for has been deleted or is unavailable. What causes it:- You were removed from the workspace by an Owner or Admin.
- The workspace was deleted.
- Your invitation expired before you accepted it.
- Check your email: Look for recent messages from your team about workspace access changes.
- Ask for an invite: If you should have access, ask an Owner or Admin to re-invite you to the workspace.
- Create a new workspace: If you’re a new user, you can create your own workspace from the home screen.
Error: “You Were Removed from This Workspace”
What it means: An Owner or Admin removed you from the workspace. What causes it:- Your account is no longer needed.
- Your permissions were revoked.
- Workspace is being cleaned up.
- Contact the Owner or Admin: Ask why you were removed and if you should be re-invited. (They can invite you again from Settings > Team.)
Invitation and Onboarding Issues
Error: “Invitation Expired” or “Invalid Invitation Link”
What it means: The invitation link you’re trying to use is no longer valid. What causes it:- Invitation expired (usually valid for 30 days).
- Invitation was revoked by an Owner or Admin.
- You’ve already accepted the invitation and created an account.
- Ask for a new invite: Contact the person who invited you and ask them to send a fresh invitation.
- Check if you already have access: Try logging in with your email. You might already have an account and workspace access.
I Accepted an Invitation but Don’t See the Workspace
What causes it:- Account creation is still pending.
- You accepted but logged out before workspace was fully set up.
- Browser cache issue.
- Log out and back in: Go to your account menu (top right) and click Log Out. Then log back in.
- Clear browser cache: Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac), select Cached images and files, and click Clear.
- Try a different browser: Open Merchkit in Chrome, Firefox, or Safari to see if the issue is browser-specific.
- Check the invite email: Go back to the invitation email and verify you clicked the right link.
Single Sign-On (SSO) and Authentication
Error: “SSO Configuration Error” or “Provider Not Configured”
What it means: Your company uses SSO (like Okta or Azure AD), but it isn’t set up in Merchkit yet. What causes it:- SSO hasn’t been configured for your workspace.
- Your IT team hasn’t completed the SSO setup process.
- Contact your IT department: Ask them to set up SSO integration with Merchkit.
- Reach out to Merchkit Support: Email support@merchkit.com and we can help your IT team configure SSO (usually 1-2 hours).
- Use email/password in the meantime: You can still log in with email and password until SSO is ready.
Error: “Your SSO Provider Says You Don’t Have Permission”
What it means: Your SSO provider (Okta, Azure, etc.) verified your identity, but you don’t have permission to access Merchkit through their system. What causes it:- Your IT team hasn’t assigned you to the Merchkit app in the SSO provider.
- Your SSO group membership is incorrect.
- Contact your IT department: Ask them to add you to the Merchkit app or group in your SSO provider (Okta, Azure, etc.).
- Wait for sync: It may take 5-10 minutes for the change to sync.
- Try logging in again: Refresh the page and attempt login again.
Two-Factor Authentication (2FA) Issues
Error: “Invalid 2FA Code”
What it means: The 2FA code you entered is wrong or expired. What causes it:- You entered the code incorrectly.
- You took too long to enter it (usually valid for 30 seconds).
- Your phone’s clock is out of sync with the server.
- Enter the code immediately: Copy the 6-digit code from your authenticator app and paste it as soon as possible.
- Sync your phone’s clock: Go to your phone settings and ensure the time is correct. Authenticator apps rely on time synchronization.
- Use backup codes: If you have backup codes (provided when 2FA was first enabled), you can use one instead.
- Disable and re-enable 2FA: If codes keep failing, ask your IT team or Merchkit Support to temporarily disable 2FA so you can set it up again.
I Lost My 2FA Device or Backup Codes
What causes it:- Phone was lost, reset, or upgraded and you didn’t transfer the authenticator app.
- Backup codes were misplaced.
- Contact Merchkit Support: Email support@merchkit.com explaining the situation. Provide proof of identity (your account email).
- We’ll disable 2FA: Our team will temporarily remove the 2FA requirement so you can log in.
- Set up 2FA again: Once logged in, you can re-enable 2FA on your new device.
- Save backup codes: This time, save the backup codes in a secure location (password manager, etc.).
Account Deactivation and Deletion
How to Deactivate Your Account
If you’re leaving your team or no longer need Merchkit:- Go to Settings (gear icon).
- Click Account (top right menu).
- Click Deactivate Account (bottom of page).
- Confirm your choice.
How to Delete Your Account
To permanently delete your account and all personal data:- Go to Settings > Account.
- Click Delete Account (bottom of page).
- You’ll be asked if you want to delete:
- Your account only (workspace data is preserved).
- Your account AND all workspaces you own (permanent deletion).
- Confirm the deletion.
Still Can’t Access Your Account?
If none of these solutions work, contact Merchkit Support: Email: support@merchkit.com Include:- Your account email address.
- Description of the problem.
- Screenshot of the error (if applicable).
- Steps you’ve already tried.
Need more help? Contact Merchkit support if you’re still experiencing access issues.