"Invalid username or password"
Check the obvious things first:
- The first box is Username, not your email address. If you have been typing an email, that is likely the problem.
- Check for a trailing space from a copy and paste.
- Check caps lock.
If the credentials are right and it still fails, your user may have been set to Inactive, or the store itself may be inactive. Either way the message is the same, so an admin at your store should open Users and check your row, and contact us if it looks fine.
"Maximum login attempts reached. Try again later."
Too many failed attempts in a row. Wait, then try again with a password you are confident about — repeated guessing extends the block. If you are not sure of the password, get it reset first rather than guessing again.
There is no "forgotten password" link
The merchant login screen has no self-service reset. Your options are:
- Ask a colleague who is an Admin. They can open Users → Backoffice logins, select Edit on your row, and set a new password. See Add a backoffice login to the merchant portal.
- Contact support, if nobody at your store can get in.
The Forgot password link your customers use is on the diner sign-in, not the merchant one — it will not help you.
"You are already logged in!"
Not an error. A session is still open. Select Dashboard to carry on, or Logout to sign in as someone else.
The POS or kiosk asks you to sign in
The POS and kiosk don't use your merchant portal login. Each device signs in on its POS Device Sign In or Kiosk Device Sign In screen with its own email and password, set under Users → POS devices or Kiosk devices. See The POS or Kiosk asks to sign in again.
A staff member forgot their PIN
Staff PINs for the POS and kiosk aren't passwords, and there is no reset link. An admin sets a new one under Users → Staff, with Edit on that person's row. See Give staff their own PIN for the POS and Kiosk.
Half the portal is missing after you sign in
You are signed in as a non-admin user. Settings, Users, Billing, POS Integration, printer settings and the Transactions report are removed from the page entirely for Admin: No users. See Find your way around the merchant portal.