Summary: The Merchant App has no sign-in of its own. It uses the same username and password as the Shipstore website. After you change your Shipstore password, sign in to the Merchant App with the new one and it works.
Problem
The Merchant App will not sign in. You often notice it while setting up a station to print labels. The Shipstore website signs in fine with the password you just changed to, but the Merchant App keeps rejecting the sign-in.
Cause
The Merchant App does not have its own account. It signs in with your Shipstore website username and password. When you change your Shipstore password, the Merchant App is still holding the old one, so every sign-in fails until you enter the new one.
How to check: sign in to the Shipstore website on the same PC. If the website works and only the Merchant App fails, and you changed your password recently, this is the cause.
Fix
- Sign in to the Shipstore website with your new password to confirm which password is current.
- Open the Merchant App and sign in with the same username and that new password.
- If the app filled in the old password for you, clear the password box, type the new one, and sign in.
- Print a test label from the station.
What you should see
The Merchant App signs in with no message, the station loads, and a test label prints.
If something goes wrong
Everyone at your site is locked out at once, not just you. That is not a password problem. See the related article on the Merchant App being down.
You get an Exception Getting Person or object reference message instead. Those are different causes. See the two related articles below.
The website will not take the new password either. Three wrong tries locks the account for 15 minutes. Wait, then try again.
Related articles
- Merchant App is down or all stations time out at sign-in
- Merchant App login fails: Exception Getting Person
- Merchant App will not sign in on a new PC: blank scale record
- Set up the Merchant App on a new station