ShipStation Account Login Issues

A troubleshooting guide for account login problems, including instructions on how to reset your password.

The Username or Password Entered is Invalid

Are you encountering the following error when attempting to log in to ShipStation? If so, this section will guide you through a few steps to get you logged in to ShipStation successfully.

The username or password you entered was invalid. Please note that repeated failed attempts will result in your account being locked out.

Error message displayed when ShipStation login credentials are incorrect: "The username or password you entered was invalid."

1. 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. A single email address could be used for multiple users (for example, warehouse@company.com) and this email address could also be one person's username. To avoid confusion, always log in with your username.

2. Reset your password.

Once you are sure that you are logging in with the correct username, the next step is to reset your password.

  1. Click the Forgot my password link on the ShipStation login page.

    "Forgot my password" link is highlighted on the ShipStation login screen.
  2. Enter your username into the Username field. (Be sure to enter your username, not your email address.) Then, click the Send Password Reset Instructions button.

    Reset Password screen with username entered and "Send Password Reset Instructions" button highlighted.
  3. Check for an email sent to the email address associated with your username. Click the Reset Password: link in the email.

    Reset Password link highlighted in "Create a New Password" email from ShipStation.
  4. Enter a new password into the New Password and Confirm Password fields. Then, click the Change Password button.

    ShipStation "Update your password" screen with new password entered into both fields.
  5. Log in to ShipStation using your username and new password.

3. Have an admin check your user account.

Your ShipStation user account may become locked or inaccessible to you after multiple failed log in attempts. Another possibility is that your account is set to not allow you to log in.

Have your ShipStation administrator check your user account to see if it is locked or set to not allow logins.

To check a ShipStation user account:

  1. Go to Settings > Account > User Management.

  2. Click the Edit link to the right of the locked user account.

    Edit link is selected for a locked user on the User Management settings screen.
  3. If the account is locked, click the Unlock Account button.

    Edit User pop-up window. Unlock Account button highlighted by red box.
  4. Verify that the Allow this user to log in option is checked.

    Edit User pop-up window. "Allow this user to login" option is checked.

Attempt to log in again using your username and password.

4. 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 ShipStation 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 support@shipstation.com.

Account Has Been Blocked After Multiple Login Attempts

Are you encountering the following error after multiple attempts to log in to ShipStation, but cannot locate the email indicated in the error message?

Your account has been blocked after multiple consecutive login attempts. We've sent you an email with instructions on how to unblock it.

LOGIN_ERROR_Blocked.png

Check Your SPAM Email Folder

  1. Check your SPAM email folder for the automated email message sent from ShipStation. In many cases, automated emails are automatically sent to SPAM.

  2. Follow the steps outlined in the email to unlock your ShipStation user account.

An Unexpected Error Occurred When Logging In

Are you encountering the following error when attempting to log in to ShipStation? If so, this section will guide you through a few steps to attempt to get you logged in to ShipStation successfully.

An unexpected error occurred during login.

1. Ensure that you are entering the correct login credentials.

Ensure that your username and password are entered correctly. Then, try to log in again.

2. Log in to ShipStation Using an Incognito Browser Window

Try to log in to ShipStation using an incognito or private browser window. Using an incognito window bypasses any information stored in your web browser that may interfere with logging in to ShipStation.

3. Give it a few minutes. Then, try to log in again.

Please wait 3 to 5 minutes and try to log in again. Sometimes latency can cause a delay during login causing ShipStation to display an "unexpected" error. Visit our status page to see if there are widespread login issues reported. https://status.shipstation.com/

1. Ensure that you are entering the correct login credentials.

Ensure that your username and password are entered correctly. Then, try to log in again.