Login, Access, & Billing Troubleshooting

This page tackles how to solve issues you may encounter while accessing BackOffice, updating billing information, or performing other related actions.

Table of Contents

Login Issues

This section focuses on issues related to logging in to BackOffice.

“You did not submit a valid combination of store name, login, and password.”

This error means you entered your store name, username or email, and/or password incorrectly.

  1. Check that you entered the correct store name in the proper format.

    Store names are lowercase and contain no spaces.

  2. Make sure you entered the correct username/email.
    • For the Business Owner, this is the email originally used to create the store.
    • For other BackOffice users, this is login assigned to them by the Business Owner.
  3. Check that you entered the correct password in the proper format.
    • BackOffice passwords are case-sensitive, so upper/lowercase letters do make a difference.
    • If you cannot remember your password, follow the steps to reset it.
  4. Re-enter your store name, username/email, and password, then click 'Log in'.
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  5. If the problem persists, follow the troubleshooting steps below.

I entered my login credentials correctly but still get an error.

Repeated login issues can often be solved by clearing a web browser’s cache and cookies or using a different browser. Follow the steps below to complete these actions.

Be aware that clearing cache and cookies can remove saved passwords, autofill data, and other information. If your browser is not listed below, search Google to find steps for your specific version.

  1. Clear the web browser's cache and cookies.
    • For Google Chrome, follow the steps here.
    • For Mozilla Firefox, follow the steps here.
    • For Safari, follow the steps here.
    • For Microsoft Edge, follow the steps here.
    • For Internet Explorer, follow the steps here.
  2. Try logging in to BackOffice from a different browser.
    • Download the Google Chrome web browser here.
    • Download the Mozilla Firefox web browser here.

"We couldn't find any accounts associated with that login email."

This error message may be sent to your email when trying to reset your BackOffice password. To resolve the situation, follow the specific steps below that reflect the type of password you are resetting.

  • If you are resetting the Business Owner password:
    1. Make sure you entered the correct Business Owner email address.

      This is the email originally used to set up the store.

    2. Try resetting the password again.
  • If you are resetting a BackOffice Manager or Receive Inventory User password:
    1. Ask the Business Owner to reset your password via the Staff List.

    Access Issues

    This section focuses on issues you may encounter while trying to access certain BackOffice features.

    Some BackOffice settings and features are missing or inaccessible.

    Some settings and features, such as Receipts and Tips, are only accessible to the Business Owner. If settings or features are missing or inaccessible, it means you are signed in as a BackOffice Manager or Receive Inventory User and not as the Business Owner. Follow the steps below to sign out of BackOffice and log in as the Business Owner.

    1. Click the arrow in the upper right and select 'Logout'.
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    2. Enter the Business Owner email address and password.

      The Business Owner email address is the email originally used to set up the account.

    3. Click 'Log in'.
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    To learn more about employee privileges in BackOffice, visit our Manage Staff article.

    I do not see the "Manage Account" menu option.

    Because of the sensitive information contained in this section, “Manage Account” is only visible to the Business Owner. To view this section, follow these steps to log into BackOffice as the Business Owner.

    I'm logged in as the Business Owner but still cannot view all settings.

    If you signed in as the Business Owner but cannot access certain features, your email may be assigned as the login for a BackOffice Manager. This creates a conflict that overrides Business Owner permissions.

    1. Contact Customer Care by submitting a case here.

      Or, click the ‘Help’ link in BackOffice to view all available contact options.

    I do not have access to the Business Owner email on file.

    Follow the specific steps below that reflect your situation to learn how to update the Business Owner email for your account.

  • If you are able to sign into BackOffice as the Business Owner:
    1. Follow these steps to update the Business Owner email address.
    2. (Optional) Contact Customer Care to update the BackOffice login by submitting a case here.

      Or, click the ‘Help’ link in BackOffice to view all available contact options.

  • If you are not able to sign into BackOffice as the Business Owner:
    1. Contact Customer Care by submitting a case here.

      Or, click the ‘Help’ link in BackOffice to view all available contact options.

    "This account has been suspended."

    Accounts become suspended 30 days after an unsuccessful billing attempt. During this period, we notify the Business Owner via email and try to bill the account again. Registers will continue to work, but BackOffice access will be restricted until you enter or update the credit card on file.

    1. Add or update payment information in BackOffice.

    "Sorry, the feature you are looking for is not available..."

    This screen appears when you try to access a BackOffice feature that is not part of your account’s current pricing package.

    1. Follow the on-screen instructions to contact us about upgrading your subscription.

    Billing Issues

    This section focuses on issues related to account billing.

    I signed a 1-year contract but now want to cancel my account.

    Contract plans are non-refundable and cannot be canceled. Contact Customer Care if you would like to obtain a copy of your contract with the terms of your plan.

    “Number does not match credit card. Please try again.”

    This error may appear while entering a credit card for billing in BackOffice. Check that the card number is entered correctly and the card information matches the credit card type.

    1. Make sure the information entered matches your credit card exactly.

      Check the card number, expiration date, CVV, cardholder name, and billing ZIP code.

    2. Re-enter your credit card information and click 'Submit'.

    “Required Field Not Completed”

    This is another error that can appear while entering a credit card for billing in BackOffice. It indicates a piece of required information was not provided.

    1. Fill in all fields and click 'Submit'.

      Card number, expiration date, CVV, cardholder name, and billing ZIP code must all be provided.


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