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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