Troubleshooting sign-in
What each sign-in message means and what to do.
This page lists the messages you can see when you sign in, why they appear, and what to do.
Who can do this: everyone.
The messages#
| You see | Why | What to do |
|---|---|---|
| A message that the email or password is wrong | The email or the password is wrong. The page never says which, to protect your account. | Type both again carefully. If you are not sure of the password, press Forgot password?. |
| "Business alias is required for staff accounts" | You chose Staff but left the Business alias empty. | Enter the alias. Staff always need the alias, email and password. |
| "Invalid business alias or failed to fetch business details" | The alias is spelled wrong, or no business uses it. | Check the alias with your Administrator. It uses lowercase letters, numbers, hyphens and underscores, with no spaces. |
| "access denied" or "account disabled" | The account has been disabled. | Staff: talk to your Administrator. Administrator: contact SellerTower support. |
| A message that the account is restricted | SellerTower has blocked this business. Staff cannot sign in. The Administrator still can. | The Administrator signs in and contacts SellerTower support. |
| "Your session expired. Please sign in again." | Your session ran out, or you were signed out on another device. | Sign in again. Nothing is wrong with your account. |
| "Too many requests. Please wait a moment and try again." | Too many sign-in attempts came from your network in a short time. | Wait for the time shown, then try once, carefully. |
Payment problems do not stop staff signing in#
If a subscription payment fails, the account can become read-only after a grace period. Staff can still sign in and see everything, but they cannot save changes. They see "Action restricted. Please contact your administrator." The Administrator can always sign in and pay. See Payment & the customer portal.
Notes for staff#
- The business alias is set once, at signup, and never changes. Keep it somewhere safe.
- If the problem is with your invitation link and not with signing in, see Invited staff: first sign-in.
Still stuck#
- Wrong attempts do not lock your account. Waiting does not fix a wrong password. Forgot password? does.
- If nobody in the business can sign in, report it to SellerTower support instead of trying again and again.