Some store customer account login issues and how to resolve them:
Guest order placed previously - but no customer account created
By default, most of our new customers place their first order with us in “Guest” mode. During the checkout process, there is a box you are asked to check to create a customer account. If you do not check that box, no user account is created. Some of our customers place repeat orders in “Guest” mode.
Misspelled, mistyped login credentials
It happens to the best of us. Look closely at the spelling of your email and password. Did you by chance type an “s” instead of an “a”, or some other accidental reversal of common letters?
Copy and paste errors – blank spaces
Sometimes customers accidentally enter a trailing blank space when creating their original password, or when typing their password to log in. Accidental invisible spaces, usually at the end as the very last character, are a nuisance to troubleshoot :-)
Your email address or password is incorrect
If you’re reading this page, you are probably encountering this error message: “Your email address or password is incorrect. Please try again. If you've forgotten your sign in details, just click the 'Forgot your password?' link below.”
This can happen if either your email address or your password is incorrect, misspelled, or perhaps contains an extra (accidental) space or other character (see common typo issues below.) It can also happen if you placed a guest order with us previously, and did not check the box to create a customer account during checkout.
Whatever the cause might be of your login credentials not working, please follow the prompt and click on “Forgot your password” below that error message.
On the “Reset Password” page, fill in your email to request a new password. An email will be sent to the address you entered there, containing a link to verify your email address. If the entered email address is associated with our store, you will receive a password reset email. If you don't receive this e-mail, please check your junk mail folder or contact us for further assistance.
Locked account after 3 or more unsuccessful login attempts
“If you enter incorrect credentials 3 times, the account will lock you out as a security precaution. You will receive an email with the subject line Instructions for unlocking your BigCommerce account to the email address associated with your user account. If it is not in your inbox, check your spam or junk folder.”
Not finding the help you need above? We’re sorry you are experiencing issues logging into your store user account. Please contact us and we will try to help you resolve the issue.
Phone: 386-462-1241
About our online store software:
We use a reputable third-party online store software platform, BigCommerce, that is widely adopted and well supported. The majority of our customers are placing regular orders with us, and are not experiencing login issues. However, we understand that some customers are having trouble and have provided this page with troubleshooting information.