> ## Documentation Index
> Fetch the complete documentation index at: https://docs.merchkit.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Account & Access Issues

> Resolve login problems, password resets, permission errors, and workspace access issues.

# 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.

**How to fix it:**

1. **Check your email spelling**: Verify you're typing the correct email address (watch for typos).
2. **Try password reset**: If you forget your password, click **Forgot Password** on the login page.
3. **Use correct email**: If you have multiple email accounts, try the one you used to sign up for Merchkit.
4. **Contact Support**: If you still can't log in, email [support@merchkit.com](mailto:support@merchkit.com) with your account email.

\[SCREENSHOT: Login page with "Forgot Password?" link highlighted]

### 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.

**How to fix it:**

1. Check if you signed up with a different email (check your email history for Merchkit invitations).
2. If you're a new user, click **Sign Up** and create a new account.
3. If a team member invited you, look for the invitation email and click the invite link.

\[SCREENSHOT: Sign up page]

### 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.

**How to fix it:**

1. **Wait 15-30 minutes**: The account lock is temporary and automatically lifts.
2. **Use password reset**: Even while locked, you can click **Forgot Password** to reset and regain access immediately.
3. **Contact Support**: If the lock persists after 30 minutes, email [support@merchkit.com](mailto:support@merchkit.com).

\[SCREENSHOT: Account locked message with timer or "Reset Password" button]

### 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).

**How to fix it:**

1. **Check your email**: Look for a message from [noreply@merchkit.com](mailto:noreply@merchkit.com) with subject "Confirm your email address" or similar.
2. **Click the link**: Open the email and click the verification link.
3. **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.
4. **Check spam folder**: The email might be in your spam or promotions folder.

\[SCREENSHOT: Email verification confirmation page]

## Password Reset and Recovery

### How to Reset Your Password

1. Go to the **login page** at [https://app.merchkit.com/login](https://app.merchkit.com/login).
2. Click **Forgot Password?**.
3. Enter your email address.
4. Click **Send Reset Email**.
5. Check your email (including spam folder) for a message from Merchkit.
6. Click the **Reset Password** link in the email (valid for 2 hours).
7. Enter your new password.
8. Click **Save Password**.
9. Log in with your new password.

\[SCREENSHOT: Password reset flow showing email confirmation page and reset form]

### Password Reset Email Doesn't Arrive

**What causes it:**

* Email went to spam or promotions folder.
* Email address wasn't recognized.
* Server outage (rare).

**How to fix it:**

1. Check your **spam/junk folder** for emails from [noreply@merchkit.com](mailto:noreply@merchkit.com).
2. Verify you entered the correct email address on the reset form.
3. Wait 5-10 minutes and try requesting the reset again.
4. If it still doesn't arrive, contact [support@merchkit.com](mailto: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** (!@#\$%^&\*)

Example: `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).

**How to fix it:**

1. **Identify what you're trying to do**: Check which action triggered the error.
2. **Review your role**: Ask your workspace Owner or Admin what role you have (go to **Settings** > **Team** to see your role).
3. **Request a role upgrade**: Email your workspace Owner or Admin asking them to upgrade you to a role with the permission you need.
4. **Ask for help**: If you need someone to perform the action, ask an Owner or Admin to do it on your behalf.

\[SCREENSHOT: Permission error message with role indication]

### 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.

**How to fix it:**

1. **Check your email**: Look for recent messages from your team about workspace access changes.
2. **Ask for an invite**: If you should have access, ask an Owner or Admin to re-invite you to the workspace.
3. **Create a new workspace**: If you're a new user, you can create your own workspace from the home screen.

\[SCREENSHOT: Empty workspace screen with "Create Workspace" button]

### 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.

**How to fix it:**

* **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.

**How to fix it:**

1. **Ask for a new invite**: Contact the person who invited you and ask them to send a fresh invitation.
2. **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.

**How to fix it:**

1. **Log out and back in**: Go to your account menu (top right) and click **Log Out**. Then log back in.
2. **Clear browser cache**: Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac), select **Cached images and files**, and click **Clear**.
3. **Try a different browser**: Open Merchkit in Chrome, Firefox, or Safari to see if the issue is browser-specific.
4. **Check the invite email**: Go back to the invitation email and verify you clicked the right link.

\[SCREENSHOT: Account menu with Log Out option]

## 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.

**How to fix it:**

1. **Contact your IT department**: Ask them to set up SSO integration with Merchkit.
2. **Reach out to Merchkit Support**: Email [support@merchkit.com](mailto:support@merchkit.com) and we can help your IT team configure SSO (usually 1-2 hours).
3. **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.

**How to fix it:**

1. **Contact your IT department**: Ask them to add you to the Merchkit app or group in your SSO provider (Okta, Azure, etc.).
2. **Wait for sync**: It may take 5-10 minutes for the change to sync.
3. **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.

**How to fix it:**

1. **Enter the code immediately**: Copy the 6-digit code from your authenticator app and paste it as soon as possible.
2. **Sync your phone's clock**: Go to your phone settings and ensure the time is correct. Authenticator apps rely on time synchronization.
3. **Use backup codes**: If you have backup codes (provided when 2FA was first enabled), you can use one instead.
4. **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.

**How to fix it:**

1. **Contact Merchkit Support**: Email [support@merchkit.com](mailto:support@merchkit.com) explaining the situation. Provide proof of identity (your account email).
2. **We'll disable 2FA**: Our team will temporarily remove the 2FA requirement so you can log in.
3. **Set up 2FA again**: Once logged in, you can re-enable 2FA on your new device.
4. **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:

1. Go to **Settings** (gear icon).
2. Click **Account** (top right menu).
3. Click **Deactivate Account** (bottom of page).
4. Confirm your choice.

Your account will be disabled, but your workspace data is preserved (other team members can still access it).

### How to Delete Your Account

To permanently delete your account and all personal data:

1. Go to **Settings** > **Account**.
2. Click **Delete Account** (bottom of page).
3. 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).
4. Confirm the deletion.

**Warning**: Deleting your account is permanent. If you're the only Owner of a workspace, the entire workspace will be deleted.

\[SCREENSHOT: Account deletion confirmation dialog]

## Still Can't Access Your Account?

If none of these solutions work, contact Merchkit Support:

**Email**: [support@merchkit.com](mailto:support@merchkit.com)

**Include**:

* Your account email address.
* Description of the problem.
* Screenshot of the error (if applicable).
* Steps you've already tried.

Our support team typically responds within 4 hours during business hours and will help you regain access.

***

**Need more help?** Contact Merchkit support if you're still experiencing access issues.