Unable to Log In to the Engage Dashboard

Overview

You are unable to log in to your Engage Admin Dashboard or one of your merchants is unable to log in to their Engage Business Dashboard. The login/password doesn't seem to work for your dashboard's admin URL, which is in the format:

This article gives information about how to solve this issue.

Solution

<supportagent>

First, you can confirm that the reseller account is live/accessible from Engage Admin Dashboard by searching for the client's domain in the Manage Resellers View and then log in as ADMIN. If reseller name has billing:current tag as shown below and you are able to log in as ADMIN, it means that the reseller's account or the account of the merchant belonging to this reseller is accessible, and resetting the account password by following the steps given below will resolve this issue.

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If the Reseller name has billing:suspended tag, inform the customer about billing issues and elevate to Account Management.

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If the issue has been reported for a merchant account by the reseller, try to log in to the merchant dashboard such as follows:

  • Click Businesses in the left panel of the reseller dashboard accessed in the previous step.
  • Search for the business name and click Log In Action for the business.
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If you are able to log in to the merchant account also, then resetting the password for the merchant/business account will resolve this issue.

</supportagent>

Please follow these steps to reset the password of your account and you will be able to log in again:

  • Go to your Admin URL.
  • Click on the option "Forgot Password" at the bottom.
  • Enter your email address and you will receive an email with the instructions to set up a new password. 
  • Try to log in again. 

Note: If the log in issue is with accessing Engage Business Dashboard, the Reseller to which the merchant/business belongs can also change the business account dashboard password from the Reseller Dashboard.

If the issue persists, contact support providing your Reseller name (and Business name if it is a business dashboard issue), and they will investigate and resolve it.

<supportagent>

If the log-in issue is with a merchant/business dashboard, you can also reset/change the business dashboard password from the Engage Admin Dashboard. You will need to have the Reseller name of the reseller/licensee to which the business/merchant belongs in order to perform this change.

Confirm that this has solved the issue by trying to log in to the Business Engage Dashboard using the new password. If you are able to successfully log in, share this new password with the customer.

If the issue is unresolved, elevate it to SaaS with Sev-1 priority.

</supportagent>

 

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