Most of the login issues we see are due to multiple users attempting to log in with shared details, either of an individual or a generic role-based email address. To ensure the security of your account data, if your email is not listed in an account, we will not be able to verify that you are an authorized user.
To avoid login issues, be sure to have your own personal email login & enable 2FA
It's easy to add people to your account!
- If you are currently logging in using a shared email address and password, we recommend that you add yourself as an authorized user and then only log in using your personal details.
- If you are sharing your email address and password with other users, we recommend that you immediately add each authorized person as a user and then change your password.
- If you are logging in as a primary contact using a generic email address (e.g. billing@example.com), we recommend that you add yourself and each authorized user using individual email addresses, then instruct everyone to use their personal login moving forward.
- Once you have a personal email login and a secured password, be sure to turn on two-factor authentication (2FA) for your account.
- Always keep your account secure and up-to-date by removing and adding users as needed.
Reminder Our terms of use require that all account users be registered with their own individual email addresses and for those email addresses to be specific to their identities. For example, email addresses like firstname.lastname@example.com would be acceptable, but info@example.com would not be acceptable.
Additionally, all users must be registered to the account with their own name and unique email address in order to receive support.
Ways to troubleshoot other login issues
Each user has a unique user login and password. Given that it's possible to forget your account credentials, or otherwise get locked out, here are some tips to help you regain access to your account.
If you are entering the correct username and password
Try these troubleshooting tips:
- Clear your cache. Depending on which browser you choose to use (Chrome, Safari, Firefox, etc.), clearing your browsing history can alleviate many login issues.
- Log in from another browser. Sometimes browsers don't want to cooperate, try logging in from a different one (Chrome, Safari, Firefox, etc.) to see if it's something browser-specific.
- Reset your password. It's a good idea to regularly change your password. To reset your password, please refer to our Password Reset page.
If you have not received a password reset or one-time-password email after initiating one
If you are having trouble receiving the password reset email, first try adding our "info@createsend.com" and "help@createsend.com" email addresses to your email client's safe sender/contact list. Once you do that, resend the password reset email.
If you still aren't receiving the email, try these troubleshooting tips:
- Check your junk/spam folder to see if the reset email was filtered out.
- Check with your IT team and see if there's a firewall or other security restrictions in place that may be affecting things.
- Try an alternative internet connection.
If you can't log in because the previous person isn't present or has left the business
You'll first need to ask your IT department to allow temporary access to the account owner's email address and inbox. Once done, follow these steps:
- Request a password reset. Please refer to our Password Reset page and use the previous email address.
- Once you have access to the account, add yourself as a user, or update the primary contact address to your email.
- Go to your Account Settings to view and change account permissions.
To ensure the security of all accounts, we are only able to provide limited help with account access issues. This is why it is crucial for those reaching out to do so from an email address that is listed as an authorized user of the account.