A troubleshooting guide for account login problems, including instructions on how to reset your password.
If you are unable to log into ShipStation and see the error message The username or password you entered was invalid, there are a few things you can try.
Log in using your username, not your email address.
Multiple users can use the same email address but a username must be unique. Instead of logging in with your email address, make sure you're logging in with your username.
In some cases, you may have configured your email address as your username. For example, it's possible that a single email address could be used for multiple users (e.g., firstname.lastname@example.org) and this email address could also be used as one user's username. To avoid any potential issues that could arise from this, always be sure to log in with your username.
Reset your password.
If you are using the correct username, the next step is to reset your password.
Click Forgot My Password on the login screen.
Enter your username (not email address) and click Send Password Reset Instructions.
ShipStation will send an email to the email address associated with your username. Click the reset link in this email. Then enter your new password into each field and click Change My Password.
You should now be able to log into ShipStation again.
Have an admin user unlock your username.
If your username's email address is inaccessible to you or you are locked out due to repeated failed login attempts, have an admin user on your ShipStation account log into ShipStation to unlock your user account.
The admin user will go to
Settings > Account > User Managementand click Edit next to your username.
Here, the admin can unlock your account and change your password, if necessary.
Contact ShipStation Support.
If you are still unable to log in, you or another admin user on your account will need to contact ShipStation Support to request a password rest. This will require the following:
This user contacting us MUST be an active Admin-level user on the account.
The username of the user unable to log into Shipstation.
Account-level details like billing address and last four digits of the credit card used for the ShipStation subscription.
If you are the only user on the account and are unable to login to your profile to submit a support case, you can still provide the information needed in an email to email@example.com.