Summary: If you can sign into the Shipstore website but the Merchant App will not log in, check your username. A username with punctuation, such as a period, does not work in the Merchant App. Your administrator creates a new user without punctuation.

Problem

You can sign into the Shipstore website. When you log into the Merchant App with the same username and password, the login fails with a message like this:

Could not log into Shipstore

It fails on other stations too.

Cause

The Merchant App does not accept punctuation in a username. Periods, commas, and similar marks all cause the login to fail. How to check: look at the username. If it has a period or other punctuation (for example, first.last), this is the cause.

Fix

  1. Ask your Shipstore administrator to create a new user for you in Admin under Users.
  2. Use a username with letters and numbers only. Do not use a period or any other punctuation.
  3. Open the new invite email and finish setting up the account.
  4. Log into the Merchant App with the new username.
  5. Check other users on your account. Anyone whose username has punctuation needs a new user too.

What you should see

You log into the Merchant App with the new username and can process shipments.

Related articles

  • User Administration