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 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.

[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 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.
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.
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 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 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 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

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.