If you can't log in to your Retail POS account, you can take several steps to troubleshoot the issue and regain access.

Login credentials

While the first step may seem obvious, it's important to confirm you're using the correct login credentials.

When logging in, you must enter the correct Store URL, Username, and Password. We recommend entering these manually, even if you have previously used an auto-fill or password manager to log in.

If you receive the Store URL does not exist. Try again. error message, you will need to confirm the store URL with the account owner or contact our Support team for assistance.

If you receive the "Incorrect username and/or password. Try again." error message, you will need to reset your password or confirm you're using the correct username.

For account owner users, the username is always the registered email address, while employee users can use either an email address or a custom username.

To confirm or change an employee user's email address and update their password, sign in to your Retail POS account as the account owner and navigate to Setup > Users.

Reset your password

If you've forgotten your password or it is no longer working, you can reset your password from the Retail POS login screen. For further information, refer to our Resetting your Retail POS (X-Series) password article.

Our Support team is unable to reset your password on your behalf or provide you with a recovery password. If the Account Owner is unable to access the account and/or you're unable to access the Account Owner's registered email to reset a password yourself, see the Account owner email section below for more information. 

Account owner email

Our Support team is able to confirm the account owner email registered to your Retail POS account after you have successfully passed an identity check. The email can then be used to log in to your account or used to reset your password if you have forgotten it.

If you do not have access to the account owner's email and cannot reset your password, you will need to contact our Support team for further steps.

Multi-factor authentication

If you can't log in to your account using multi-factor authentication (MFA), where an authentication code is required to complete the login process, refer to the Recovering accounts with multi-factor authentication section of our multi-factor authentication article.

Restricted user log in access

When enabled, restricting user log in access prevents selected user roles from being able to login to a Retail POS account using login credentials. These users are only able to log in to a Retail POS account on a device that has already been logged in by an unrestricted user role (e.g admin). For more information about restricted user log in access, refer to our Setting user roles and permissions article.