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Resolving Login Issues

If you're having trouble logging into your SendSquared account, this guide will help you identify and resolve the most common login problems.

Common Login Problems

Users typically encounter the following login issues:

  • Forgotten passwords
  • Account lockouts
  • Session timeouts
  • Browser compatibility issues
  • Cached credentials
  • Two-factor authentication complications

Before You Begin

Before attempting more complex solutions, try these quick fixes:

  • Ensure caps lock is turned off
  • Check that you're using the correct email address
  • Verify you're on the official SendSquared login page (https://app.sendsquared.com/login)

Step-by-Step Troubleshooting

1. Password Reset Procedure

If you've forgotten your password:

  1. Access the Login Page

  2. Request Password Reset

    • Click the "Forgot Password?" link below the login form
    • Enter your account email address
    • Click "Reset Password"
  3. Check Your Email

    • Look for an email from SendSquared with the subject "Password Reset Request"
    • If you don't see it, check your spam/junk folders
    • The link in this email is valid for 60 minutes
  4. Create New Password

    • Click the reset link in the email
    • Enter and confirm your new password (must contain at least 8 characters, including uppercase, lowercase, and a number)
    • Click "Reset Password"
  5. Log In With New Credentials

    • Return to the login page
    • Enter your email and newly created password

2. Resolving Account Lockouts

If you receive a message indicating your account is locked:

  1. Wait for Automatic Unlock

    • Accounts automatically unlock after 30 minutes of inactivity
  2. Request Immediate Unlock

    • Contact your organization's SendSquared administrator
    • For admin accounts, contact SendSquared Support via the "Get in touch" button on status.sendsquared.com
  3. Verify Your Identity

    • Be prepared to provide verification information
    • Admins may need to provide the account's associated phone number or recovery email

If you're experiencing browser-specific login problems:

  1. Clear Browser Cache and Cookies

  2. Try Incognito/Private Browsing

    • Open a new incognito or private browsing window
    • Navigate to the login page and attempt to log in
  3. Update Your Browser

    • Ensure you're using the latest version of Chrome, Firefox, Edge, or Safari
  4. Disable Browser Extensions

    • Temporarily disable any browser extensions, particularly ad-blockers or privacy tools
    • Attempt to log in again

Still Having Problems?

If you've tried all these steps and still cannot log in:

  1. Check System Status

  2. Contact Support

    • Email support directly at support@sendsquared.com
    • Text support at +1.855.340.7363
    • Alternatively, reach out via the "Get in touch" button on the status page
    • Include detailed information about the steps you've already taken
    • Provide screenshots of any error messages (with sensitive information blurred)

Preventative Measures

To avoid future login issues:

  1. Use a Password Manager

    • Store your SendSquared credentials in a secure password manager
  2. Set Up Account Recovery Options

    • Ensure your recovery email and phone number are up to date
  3. Record Backup Codes

    • If using 2FA, store backup codes in a secure location
  4. Bookmark the Official Login Page

    • Avoid typing the URL manually to prevent typos or phishing attempts