On the login screen, click the link that says "Recover" at the bottom of the login window. Follow the instructions, and put in your Username for the recovery. The recovery email will be sent to the email tied to your Username.
If you are locked out after several failed sign-in attempts
Three failed sign-in attempts in a row lock the account for 15 minutes. This is a security measure, and more attempts during those 15 minutes keep failing, so trying again right away will not help.
- Stop trying to sign in and wait 15 minutes for the lock to clear on its own.
- Use the password recovery link on the login page, as described above, and set a new password.
- Sign in with the new password.
Support cannot look up or send you an existing password. Passwords are stored so that nobody can read them back, so a reset is the only way in. If the recovery email does not arrive, check that the username is right, check your spam and filtered folders, then email support@shipstore.com and ask which email address is on file for the account.
A brand new user has no password yet. A new account is created without one, and the person sets their own through the invitation email. Ask an Admin user to resend the invitation if it was never used.