You sign in to the Mercayo admin with your account's email and password, and a 6-digit code from your authenticator app if your account uses two-step sign-in. When signing in fails, the message on the page says which step failed. Find it below. If you are already in but a store will not open, see "Not Your Store" further down.
Symptoms
On Sign In to Your Store:
- "That email and password do not match an account."
- "Too many attempts. Please wait a minute and try again."
- "Sign-in is not answering just now. Please try again in a moment."
- "Sign in on the Mercayo admin, not on the support address."
On the Two-Step Sign-In step:
- "That code is not right. Check it and try again."
- "Too many wrong codes. Try again in 12 minutes."
After signing in:
- Not Your Store: "You are not on this store's team. Ask the store owner to add you, or open one of your own stores."
- Choose a Store with "You are not on any store's team yet. Ask a store owner to add you."
- "Your account needs two-step sign-in before you can continue. It takes about a minute."
Causes and Fixes
The Email or Password Is Wrong
"That email and password do not match an account." The page says the same whether the email has no account or the password is wrong, so that nobody can find out who has an account.
How to fix:
- Check the email for typos and for the right address (a work and a personal email are two different accounts).
- Type the password again; check Caps Lock and the keyboard language.
- Still refused: press Forgot password? and set a new password (next section).
You Never Set a Password
Creating a store confirms your email or mobile number with a code; it does not ask for a password. "Signed up with a code and never set a password? Sign out and use Forgot password to set one."
- You signed up with an email: use Forgot password? to set one.
- You signed up with a mobile number: open the sign-up page and confirm your mobile number again with the code; that signs you in. To use an email and password instead, write to Mercayo's support.
Every way to sign in is explained in Signing In.
You Forgot Your Password
- On the sign-in page, press Forgot password?.
- Type your sign-in Email and press SEND CODE. "If an account uses name@yourbrand.in, a code is on its way. It can take a minute; check your spam folder too."
- Type the 6-Digit Code, your New Password (at least 8 characters) and Type It Again, then SET NEW PASSWORD. You are signed in.
| Message | What to Do |
|---|---|
| That code is not right, or it has expired. Check it or ask for a new one. | Type it again, or press SEND A NEW CODE |
| The two passwords are not the same. | Type the new password the same way twice |
| Choose a stronger password, one that is harder to guess. | Avoid common passwords and simple sequences |
| Too many tries. Please wait a few minutes and try again. | Wait, then try again |
Too Many Attempts
"Too many attempts. Please wait a minute and try again." To keep password guessing slow, one account allows 10 tries in 15 minutes and one internet address 20. A shared office connection can reach the address limit when several people sign in at once.
Fix: wait a few minutes before trying again. Do not keep trying with guesses; use Forgot password? instead.
The Authenticator Code Is Refused
"That code is not right. Check it and try again." Common reasons:
- The phone's clock is off. Authenticator codes depend on the time. Set the phone's date and time to automatic.
- The code was already used. Each code works once. Wait for the app to show the next one.
After 5 wrong codes in 15 minutes the step locks: "Too many wrong codes. Try again in … minutes." Wait the minutes shown.
You Lost Your Phone
On the code step, press Use a recovery code instead, type one of the ten recovery codes you saved when you set up two-step sign-in, and press USE RECOVERY CODE. Each code works once, and using one removes your old authenticator so you can set up the new phone at once ("Recovery code accepted. Set up two-step sign-in on your new phone now.").
No recovery codes either? "Lost your phone and your recovery codes? Contact Mercayo support. We check who you are before we reset two-step sign-in." Write from the email you sign in with. Mercayo's team checks who you are, for example with a call to the phone number on the account, before resetting it; the reset signs you out everywhere and you set up a new authenticator at your next sign-in. See Two-Step Sign-In.
Two-Step Sign-In Is Now Required
Your store's owner decides who must use two-step sign-in (Two-step Sign-in Required For, owners and admins by default) and how many days people have to set it up (Days to Set Up Two-step Sign-in, 7 by default). Until then a banner says "Set up two-step sign-in by … to keep working in this store." with SET UP. After the days are over, the admin sends you to set it up first: "Your account needs two-step sign-in before you can continue. It takes about a minute."
Fix: install an authenticator app on your phone and follow the steps on the screen. It is set up once for your account and works for every store you are on.
Not Your Store
"You are not on this store's team. Ask the store owner to add you, or open one of your own stores." You signed in, but the account is not a member of the store whose address you opened. Common reasons:
- You signed in with another email than the one the store invited.
- The owner removed you from the team, or the store was closed.
- You opened an old link or bookmark to a store you no longer work on.
Fix: press My stores to see the stores you are on. To join this store, ask its owner to invite the email you sign in with. See Accepting an Invitation.
Your Invitation Does Not Work
A new team member's invitation link shows Invitation Expired after the store's Invitations Work for (days) (7 by default), Invitation Cancelled when the store withdrew it, or "This invitation is for … Sign in with that account to accept it." when you are signed in with another account. Ask the store for a new invitation, or sign out and sign in with the invited email.
You Opened the Support Address
"Sign in on the Mercayo admin, not on the support address." That address is only for Mercayo's support sessions. Open your admin's usual address.
Sign-In Is Not Answering
"Sign-in is not answering just now. Please try again in a moment." Nothing is wrong with your account. Wait a minute and try again; if it lasts, write to support.
When a Shopper Cannot Sign Into Your Store
Shoppers sign in to your storefront with a code, not a password. The messages they may see:
- "That code is not right. Please check it and try again." or "That code has expired. Please ask for a new one."
- "Too many codes asked for. Please wait 15 minutes and try again."
- "This way of signing in is not available at this store. Please choose another."
- "Accounts are not available at this store."
The switches in Shopper Accounts decide which ways are offered. Phone codes are paid from your plan's message bundle, then your notification credits, so check those first when codes do not arrive (the checks in COD Codes Not Arriving apply).
Still Stuck?
If you can sign in to another store, open Help from your account menu there. If you cannot sign in at all, use the Contact Us page on mercayo.com ("Write to us and a person answers."). Include:
- the email (or mobile number) you sign in with;
- your store's address or handle;
- the exact message you see (a screenshot is ideal);
- whether you use two-step sign-in.
Never send your password, an authenticator code or a recovery code: Mercayo's team never asks for them. See Contact Mercayo Support.
Questions
How long should I wait after "Too many attempts"?
A few minutes. The limits count tries in the last 15 minutes, so they clear on their own.
Can a store owner reset my password?
No. Your password belongs to your account, not to a store. Use Forgot password?.
Can a store owner turn off two-step sign-in for me?
The owner chooses who must use it. If you set it up yourself, it stays on until you turn it off, and you cannot turn it off while your role requires it.
I can sign in but see no stores. Why?
Your account is not on any store's team yet. Accept your invitation from its email, or ask the store's owner to invite the email you sign in with.