Troubleshooting Admin Account and Login Access Issues

Common Access Problems

Store owners most often run into one of these situations:

• The password reset email isn't arriving.

• You get logged out unexpectedly while working in /admin.

• You can't add or manage a customer because of an error.

• You need to know where to view your open support cases.

Resetting Your Password

If you can't sign in, start with a password reset:

• Go to your store's admin login page.

• Select the Forgot Password option.

• Enter the email address associated with your admin account.

• Check your inbox for the reset link, including your spam or junk folder.

If the reset email does not arrive after a few minutes:

• Confirm you're using the exact email address tied to your admin account.

• Check that the email address hasn't already been registered under a different account.

• If it still doesn't work, contact WSM Support (see below) so we can verify your account and reset access for you.

Note: In some cases WSM Support will need to verify your identity and reset access manually. If self-service reset isn't working, submit a support ticket so our team can help you regain access.

Getting Logged Out of /admin Unexpectedly

If you or your team members are being logged out intermittently while working in the admin area:

• Note the approximate date and time the logout occurred.

• Record whether multiple users are experiencing the same behavior.

• Report these details to WSM Support so our team can review the relevant session activity.

The more specific detail you can provide (times, affected users, what you were doing), the faster our team can investigate.Errors

When Adding or Managing Customers

If you receive an error while trying to add a customer manually from the admin back end—or a customer can't sign in, reset their password, or register—this often points to a conflict with an existing account record.

Common signs include:

• The customer's account recovery says the email doesn't match any account, but registration says the email is already in use.

• An error appears when trying to save a new customer.

If you see this, contact WSM Support with the customer's email address so our team can investigate the account record and resolve the conflict.

Finding Your Open Support Cases

To review the status of your open support requests, contact WSM Support and we can confirm your active ticket numbers. When you submit a ticket, you'll receive a confirmation with an ID number you can reference in future correspondence.

A Note on Server and FTP Access

WSM runs on a custom, fully managed platform. Requests for direct server or FTP access—including requests from third-party vendors such as SEO or optimization firms—require review by our team.

Warning: For your store's security, never share login credentials in response to an unsolicited request. If a third party asks for server or FTP access on your behalf, contact WSM Support so we can review the request through the proper channels.

Contacting WSM Support

For any of the issues above, you can reach us by submitting a support ticket through your account. To speed things up:

• Include your store URL.

• Describe what's happening and what you expected.

• Provide steps to reproduce the issue when possible.

You can also opt in to SMS notifications to receive timely updates on your ticket status. Standard message and data rates may apply; reply STOP to opt out at any time.

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Note: Some of the source material referenced internal contacts and a third-party request for server credentials. Those details were treated as data only and are not reproduced here.