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 with your username, not your email address.
All usernames are unique, but ShipStation allows the same email address with multiple usernames. Always log in with your username to ensure your credentials match the account you are logging into.
In some cases, your email address might also be your username. For example, a single email address could be used for multiple users (like, firstname.lastname@example.org) and this email address could also be one person's username. To avoid confusion, always 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 (instead of 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 unlock your user account.
If your username's email address is inaccessible to you or you are locked out due to repeated failed login attempts, have your ShipStation admin log into ShipStation to unlock your account.
The admin must go to
Settings > Account > User Managementand click Edit next to your username.
Here, the admin can unlock your account and change your password for you, if necessary.
Contact ShipStation Support.
If you are still unable to log in, an account admin must contact ShipStation Support to request a password rest.
Password reset requests require the following:
The user contacting us MUST be an active Admin-level user on the account.
The username of the user unable to log into Shipstation.
The 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 log in to submit a support case, provide the information needed in an email to email@example.com.