Access didn't work? Common fixes
Quick troubleshooting steps for when an invitation expires, a password fails, or permissions aren't quite right.
Technology can be stubborn. If you've tried to grant us access to a platform but we let you know we still can't get in, don't worry! It is almost always one of a few common, easily fixable issues.
Troubleshooter
Why can't we get in?
The access troubleshooting checklist
If we ping you to say an access request failed, run through these quick checks.
1. Check the email address
Did you send the invitation to the exact right place? Our primary access email is support@chykalophia.com. If you accidentally sent it to your project lead's personal email (or made a slight typo), the system won't let our central team log in.
- The Fix: Cancel the pending invitation and send a new one to
support@chykalophia.com.
2. Check the permission role
Did you assign us a more restrictive role than the work needs? Often, clients will invite us to WordPress, Google Analytics, or a hosting platform, but pick a view-only role out of caution, and then we can't install a plugin, edit a server file, or set up tracking.
- The Fix: Log back into the platform's user settings, find our account, and change the role to the one our guide for that platform asks for. It isn't always the administrator role: some tools do need it (WordPress, Squarespace), while others have a narrower role that does the job, Stripe's Developer, Google Tag Manager's Publish, a Klaviyo Manager.
3. Resend expired invitations
For security reasons, email invitations don't stay valid forever, and every platform sets its own window. Shopify, for example, expires an invitation to create a user login after seven days. If the invite has been sitting for a while, it may have lapsed before our team could click it.
- The Fix: Go to the user settings in the platform and resend the invitation. Not every platform has a resend button, on Shopify you remove the pending user and invite us again, which sends a fresh invitation.
4. The Two-Factor Authentication (2FA) loop
If you shared a raw username and password with us (instead of using delegate access), we might be blocked by a 2FA code sent to your phone.
- The Fix: Let us know a specific time you will be at your phone or computer. We will trigger the login on our end, and you can instantly share the code with us. Reply on your support ticket (support portal) or email support@chykalophia.com, so we can authenticate the device.
Common questions
I used a secure password link (like Onetime Secret) but you said it was empty?
An Onetime Secret link is built for exactly one view, so it self-destructs the first time it is opened. If you generated the link and then clicked it yourself just to "test" it, the password was destroyed before we could see it. You will need to generate a brand new secret link and send it to us without clicking it yourself. (A Bitwarden Send or a 1Password share behaves this way only if you capped it at one view, see how to share a password safely.)
I sent a Shopify collaborator code, why aren't you in?
If your Shopify store requires a 4-digit collaborator request code, we cannot even ask for permission until you provide that code. You'll find it in your Shopify admin under Settings → Users (if your store isn't part of an organization, that page is called Users & permissions) and then Security. Copy the code from there and reply on your support ticket (support portal) or email it to support@chykalophia.com.
Still stuck?
If you've checked these steps and we still can't connect, reply on your support ticket (support portal) or email support@chykalophia.com. We are happy to jump on a quick 5-minute screen-share call to walk through the dashboard with you and get it sorted out together.
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