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Troubleshooting — Login, Access, and Permission Problems

Troubleshooting — Login, Access, and Permission Problems

Applies To: [ All Licenses ]

Overview

This guide covers the most common login, access, and permission problems — including customers unable to log in, staff access issues, and ACL permission errors in the admin.

Customer Cannot Log In to the Storefront

Forgotten password:

  1. Direct the customer to use the Forgot Password link on the login page. See Requesting A Password Reset.

  2. If the reset email is not arriving, check that the customer's email address is correct in their contact record and that Do Not Email is turned off.

  3. An admin can manually reset the customer's password from the contact record. See Manually updating/changing a password.

Account not confirmed:

  1. Check whether the customer's account requires email confirmation.

  2. Ask the customer to check their spam folder for the confirmation email.

  3. An admin can manually activate the account from the Contacts section if needed.

Account locked or suspended:

  1. Navigate to Contacts and search for the customer.

  2. Open their profile and check their account status.

  3. If suspended, re-enable the account and notify the customer.

Staff Member Cannot Access Admin Features

Staff member cannot see a section of the admin:

  1. Navigate to Staff Management and open the staff member's profile.

  2. Review their assigned ACL role.

  3. Navigate to Staff Management > Edit Users / ACL Roles and confirm the role has the necessary permissions enabled.

  4. Update the role or assign a different role with the required access.

See How to use the ACL / Admin Access Control List and Edit Users/ACL Roles.

Staff member locked out entirely:

  1. An admin or Hub operator must reset the staff member's password from the Staff Management section.

  2. If the admin account itself is locked, contact your Account Sales Manager (ASM).

Contact Pricing Not Applying Correctly

If a contact is not seeing their assigned pricing tier at checkout:

  1. Navigate to Contacts and open the contact profile.

  2. Review the Pricing tab — confirm the correct pricing tier is assigned.

  3. Check whether the contact is accessing the storefront through a Corporate Portal, which may have its own pricing rules.

  4. Clear any browser cache or cookies and ask the customer to log out and back in.

Sales Rep Cannot See Their Contacts

If a sales rep reports that contacts are missing from their view:

  1. Confirm the contact records have the sales rep correctly assigned under Contacts > Edit Contact.

  2. Verify the sales rep's ACL role permits viewing contacts assigned to them.

Notes / Tips

  • ACL roles are cumulative — a staff member assigned a more restrictive role will not be able to access features outside that role's permissions even if they previously had access.

  • Switching user roles takes effect immediately — the staff member may need to log out and back in for changes to apply.

  • For Hub operators, ACL roles configured at the Hub level may have different permissions than those at the storefront level.

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