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Why can't I log in to my merchant account

  • Updated

Contents 

  1. Error: Signing in to the wrong portal
  2. Error: The account already exists
  3. Additional troubleshooting steps: Clearing your cache

 

Login issues may occur when you're trying to access your Affirm Merchant Dashboard. Follow the steps below to access your dashboard. If you need further help, please contact our Merchant Care team using the Business Resource Hub help widget.

 

If you aren't a merchant and are simply an Affirm user, please consult this article about login troubleshooting.

Error: Signing in to the wrong portal

 

Make sure that you are logging in to your Affirm for business account, and not as an end user.

 

  • This is what the end user site looks like:
     

 

  • This is what the Affirm for business site looks like:
     

 

 

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Error: The account already exists

 

When you try to add a user to your Merchant Dashboard and that user has been added already, this user may see the error message: 'Error: The account already exists' the next time this user tries to log in to their account. This user will need to reset their password. In this case, reset the password by going to the Password Recovery Page.

 

  • Reset your password steps:


     
    • Enter your email address and click on Reset password:

       

 

 

  • You should receive an email titled 'Merchant Portal - Reset Your Password':

     
     

  • Clicking this link will take you to the 'Reset your password' form. Your password must have eight characters:

     

    • If the link expires, you can request another password reset.

 

 

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Additional troubleshooting steps: Clearing your cache

 

If you are experiencing something other than the issues outlined above, you can also attempt logging in to your account with the following steps: 

 

  • Try to log in using a different device or browser that is reasonably current or up to date. For example; Google Chrome, Microsoft Edge, Mozilla Firefox or Apple's Safari are common web browsers.
     
  • Clear your cookies and cache on your browser and try again. Below is how you do it on Google Chrome. Steps may differ for alternative browsers.
     
    • Select the three-points row in the top-right corner and click on 'History':
       

 

 

  • Click 'History' again to open the History settings:
     

 

  •  
    • On the History settings, select 'Clear browsing data':
       

 

  • A pop-up window will open. Select the box for 'Cookies and other side data' and 'Cached images and files' and then click on 'Clear data':
     

 

 

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