If you're experiencing difficulties logging into the Desktop App, there could be a couple of reasons behind the issue. This article provides common troubleshooting steps to help you resolve login problems.
Common Reasons for Login Issues
1. Incorrect Email or Password
Ensure that you are entering the correct email address and password. Here are a few tips to avoid common mistakes:
- Check Spelling: Make sure your email address is spelled correctly.
- Case Sensitivity: Remember that passwords are case-sensitive. Ensure that Caps Lock is turned off.
- Forgot Password: If you’ve forgotten your password, use the "Forgot Password" link on the login page to reset it. See What if I can't remember my password? for the full reset steps.
2. Account Not Activated
If this is your first time logging in, ensure that your account has been activated:
- Welcome Email: Check your registered email for a new email with subject "Welcome to klikit: your account credentials". Follow the instructions provided to activate your account.
- Spam/Junk Folder: Sometimes, activation emails can end up in your spam or junk folder. Check there if you don't see it in your inbox.
Still Need Help?
Troubleshooting Tips
- Sometimes, clearing the browser cache and cookies can resolve login issues.
- Attempt to log in from a different computer to see if the issue persists.
Contact Live Chat
- Tap the "Help" button (looks like a question mark) on the bottom right of your klikit screen.
- Tap "Chat with Support".
If You Cannot Log In At All: Checks in Order
If you cannot get into your account at all, work through these checks:
- Check your internet connection. Ensure you are connected to a stable internet connection, as a weak or unstable network can prevent the app from loading or logging in properly. On Wi-Fi, check if other apps or websites are working; on mobile data, confirm that your mobile data is turned on and your signal is strong.
- Confirm your credentials were ever created. Your log in credentials are typically sent via email by our system or directly from your Onboarding Specialist. If this is your first time logging in, check your registered email for a message with the subject "Welcome to klikit: your account credentials", and check your spam or junk folder if it is not in your inbox.
- Check the credentials you are entering. Your username is your registered email address, so verify the email address is spelled correctly, and remember that passwords are case-sensitive — make sure Caps Lock is off.
- Reset your password. Click "Forgot Your Password?" on the log in screen, enter your registered email address, check your email inbox for a reset link, click "Reset Password" in the email, and create a new password on the redirected page. Your password will be updated, and you can then log in to your account.
- Try a different browser or computer, and clear your cache. Clearing the browser cache and cookies can resolve login issues, and attempting to log in from a different computer will show whether the issue persists.
- Request new credentials if the account itself needs attention. If you need new log in credentials due to a forgotten username or password, or a new account for your staff, contact your Admin for assistance with generating or resetting credentials, or reach out to our Support channels or your Customer Success Manager — they will verify your request and create new credentials for you.
Changes to user levels and access are handled by Support: contact Support to request the changes, and note that only Business Owners can request changes to user levels.
If you didn't receive a reset email or still need help, contact Support: tap the "Help" button (looks like a question mark) on the bottom right of your klikit screen, then tap "Chat with Support".