Most sign-in problems come from the wrong address, typing the email instead of the username, or too many wrong tries. Go to your own store's address with /admin at the end, type your Username and Password, and read the message the page shows. It tells you which problem it is.
Where to find it
Your store's sign-in page is your store address + /admin, for example rangdhanu.ecommerceautopilot.com/admin or your own domain + /admin. It shows your shop's name and logo.
Step by step
- Check the address. It must be your own store's address. A login made for one store does not work on another store's page.
- Type the username, not the email. The box says Username. The owner can see everyone's username in Admin › Administration › Users & access › Users & logins.
- Check the password. Watch for Caps Lock. Press the eye button to see what you typed.
- Press Sign in and read the message.
Common problems
- "Wrong username or password. Please check them and try again." The username or password is wrong, or this login does not belong to this store. Check all three.
- "Too many wrong tries — please try again in … seconds." After 5 wrong passwords in a minute for one username, you must wait about a minute. Then type carefully.
- "This account is blocked. Ask the store owner." The owner blocked this login in Users & logins. Only they can press Unblock.
- "This sign-in is for staff. Customers: sign in here →" You used a shopper account of this shop. The admin panel is only for the store's team; shoppers sign in on the shop's own sign-in page. Use the staff login the owner gave you.
- "Please log in with a store admin account." This login has no staff role in this store. Use the staff login the owner gave you.
- "This store has been suspended. Please contact eCommerce Autopilot support." The whole store is closed for now. The owner should contact support.
- Forgot the password. Staff: ask the owner (or anyone with Users & access) to set a new password in Users & logins. If the account has a real email address, Forgot password? on the sign-in page also sends a reset link by email.
- The code page keeps asking. After the password, two-step sign-in asks for the 6-digit code from your authenticator app. Type the code shown now, or one of your backup codes. After 6 wrong codes you must wait a few minutes.
- Lost the phone with the authenticator app. Use a backup code. With none left, a staff member asks the owner to turn two-step sign-in off for them in Admin › Administration › Security › Two-step sign-in, then sets it up again.
- Signed in on the wrong account. On the code page press Use another account.
Good to know
- Keep me signed in keeps you signed in on that device. Use it only on your own device.
- Trust this device for 30 days on the code page skips the code on that device for 30 days.
- Owners can also log in on ecommerceautopilot.com/start with their account's email or mobile number, then press Open my admin panel.
Related
Still need help?
Ask in our Facebook group — the team and other shop owners answer there.
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