Customer Login Issues

If a customer contacts you saying they are unable to log in to your Orderspace site, there are several things you can do to help.

Most login issues are caused by the customer going to the wrong site (you would be surprised how often this happens) or using the wrong email address, so confirming both of these with the customer will often solve the problem.

Some customers may use your site infrequently, and if they haven't bookmarked the site, they may have forgotten the site address. If you have a retail site, they may go to it and try to log in from there. If a customer is reporting that their email address is not being recognized and it matches the one you have on file, it is likely they are trying to log in to the wrong site.

Steps you can take to help the customer

Go to the Customers section of the admin site and search on the customer's email address. Make sure they are an active customer that has been approved.

If Last Seen is set to Never, the customer has not logged in to the site before. In this case, you can send them a new invite email using the Send Invite button.

If the Last Seen date is set, email the customer a link to your Orderspace site and confirm the buyer's login email address you have on file with them.

If the customer still can't log in, ask them to use the Forgot Password link from the login page to reset their password. A password reset email is sent to their login email address, and this should arrive within a few minutes. If the customer reports that they can't see this email, ask them to check their spam or junk folder, and they should find the email there.

For security reasons, we always recommend letting a customer reset their own password rather than you setting a password for them. This has the added benefit that the customer is more likely to remember the password for future visits to the site.