I can't log in to my site

Being locked out of your own website is frustrating. The good news: most login problems have a quick fix. Work through these steps and you'll be back in within minutes.

Squarespace, Shopify, Webflow or Wix? Your login is with the platform

Your login is a personal account with the platform, not part of your website. We can't reset its password or get past its two-factor check for you, and the platforms guard it closely: Shopify Support only helps store owners with login problems, and Wix says it can't help you access someone else's account. If you've given us our own access, we can keep working on your site while you sort it out. Don't send us your password.

Troubleshooter

Why can't I log in?

Which platform is your site on?

WordPress login pages are not always at yoursite.com/wp-admin. Some sites use a custom login address for security.

Try the standard addresses:

https://yoursite.com/wp-admin
https://yoursite.com/wp-login.php

If neither works, check your welcome email from when the site launched. The login URL is usually listed there.

Still stuck? Contact us and we'll confirm your login URL.

Step 2: Reset your password

This is the fastest solution for "wrong password" and "I forgot my password" situations. The link you need has a different name on each platform.

Go to your login page (see Step 1 above).

Click "Lost your password?": it's a small link below the login form.

Enter your email address or your username, then click the reset button.

Check your email inbox for a password reset link. Check your spam folder if it doesn't arrive within a few minutes.

Click the link in the email and set a new password.

Password reset email not arriving?

If you don't receive the reset email, your site's email sending may be misconfigured. If we look after your WordPress site, contact us and we'll reset your password directly from the server.

If your two-factor code isn't working

Two-factor authentication asks for a code (or a passkey) as well as your password. If you've lost the phone or app you use for it, the platform's own recovery is the way back in. We can't get past it for you.

Squarespace: complete the check with the method you set up: a passkey, an authentication app, or a text message code. If you saved backup codes during setup, you can use those. If you don't have them, contact Squarespace.
Shopify: if you use an authenticator app, check that your phone's time settings are correct. If you use text messages, check with your mobile provider that texts are reaching your phone, or restart it. If you set up a backup method or saved your recovery codes, you can use those instead. Still stuck? Store owners contact Shopify Support through help.shopify.com. Staff members contact their store owner.
Webflow: Webflow gives you eight one-time backup codes to save when you turn on two-factor authentication. If you can't use a backup code or turn off two-factor authentication by email, Webflow's Account Recovery Helper is the next step.
Wix: click Verify Another Way on the verification screen to try a different method, such as SMS, a voice call, WhatsApp, or your authenticator app. You can also enter one of your saved recovery codes.
WordPress: contact us.
Custom-coded: ask your developer.

Step 3: Check for a lockout

This step is for WordPress sites. Login security plugins (such as Wordfence Security or Limit Login Attempts Security) lock out an IP address or a username after several failed login tries. This protects your site from hackers, but it can also lock you out by accident.

Wait a while and try again. Most lockouts lift on their own, but how long they last depends on the plugin's settings.

Try from a different network. A lockout can apply to the internet connection you're on (its IP address), not only to your username. Switching to mobile data may let you in.

If you're still blocked, contact us. We can remove the lockout from the server side without affecting your account or security settings.

On Squarespace, Shopify, Webflow and Wix, if the platform tells you you're locked out, follow the instructions it shows or contact its support.

Step 4: Check that cookies are enabled

Logging in usually relies on cookies (small data files your browser stores to keep you logged in). WordPress login requires them, and Wix says that if you block cookies in your browser, you can't sign in to Wix.

Try logging in from a different browser: Chrome, Firefox, Safari, or Edge.

Try an incognito / private window. This rules out browser extensions interfering.

Clear your browser cache and cookies. See how to clear your cache for step-by-step instructions.

On Webflow, if you see "User is required" or "missing username or email" when you log in, Webflow says it could be due to interference from your antivirus or firewall settings.

Step 5: Check for a site-wide problem

If the login page itself shows an error (like a 500 error or a blank white page), the issue may be with the site or the platform rather than your credentials.

On WordPress, try loading your homepage: https://yoursite.com. If the homepage is also broken, read My website is down instead.

On Squarespace, Shopify, Webflow or Wix, the login page belongs to the platform. Check its status page: status.squarespace.com, shopifystatus.com, status.webflow.com or status.wix.com.

Note the exact error message on the login page. Screenshot it and include it when you contact us.

If you see a 'You have been locked out' message

Do not keep guessing the password: further attempts won't get you in while the lockout is active. On a WordPress site we look after, contact us and we'll unlock your account. On other platforms, follow the platform's own instructions.

Common questions

I'm sure the password is right but it still says 'incorrect.'

Check that Caps Lock is off. On WordPress, passwords are case-sensitive. Also check for extra spaces before or after the password. If you signed up with Google, Apple or Facebook, sign in that way instead of with a password. If all looks fine, use your platform's password reset (Step 2), which sets a brand-new password.

This is a cookies or redirect loop issue. Clear your browser cache and cookies completely (see clearing your cache), then try again. If it persists, contact us. On WordPress, it may be a server configuration issue.

I see a plain white page when I try to log in.

On WordPress, this is usually a crash caused by a conflicting plugin or a PHP error. Contact us: we can access the site via the hosting dashboard and diagnose it without needing you to log in. On Squarespace, Shopify, Webflow and Wix, check the platform's status page (Step 5).

I'm a team member, not the account owner.

You log in with your own email and password, not the owner's details. If you can't get in or can't see what you need, the account owner is usually the person who can fix it:

Squarespace: first accept the invitation email ("New Squarespace Contributor Invitation"), then log in at account.squarespace.com with your own email and password.
Shopify: what you can access depends on the roles your store owner (or an administrator) has given you. Ask them to check your account in Settings > Users. For login problems, contact your store owner: Shopify Support can only help store owners.
Webflow: check you're using the email address you were invited with, that you have a seat on the site, and that you're in the right Workspace.
Wix: if someone else manages the Wix account, contact them to request access.

My username was changed and now I can't find my account.

On WordPress, contact us. We can locate your account by email address and restore access.

On other platforms, use the platform's own recovery:

Squarespace: on the login page, click Can't log in?, then Forgot the email address?, and enter your website's address. Squarespace sends a recovery email to the site owner's address.
Shopify: Shopify's Store Recovery page emails you the stores linked to an address. Still unsure? Ask the store owner or contact us.
Webflow: Webflow uses your primary email to confirm you own the account. If you can't get into that email, you'll need to recover it with your email provider first.
Wix: click Forgot Email? on the Log In page, and Wix texts your login email to your recovery phone number. Without a recovery phone, Wix asks you to verify your identity, including a photo of yourself and of your ID.

I can't log in to my site

Step 2: Reset your password

If your two-factor code isn't working

Step 3: Check for a lockout

Step 4: Check that cookies are enabled

Step 5: Check for a site-wide problem

Common questions

I'm sure the password is right but it still says 'incorrect.'

I see a plain white page when I try to log in.

I'm a team member, not the account owner.

My username was changed and now I can't find my account.

Was this page helpful?

Go deeper on chykalophia.com

Stuck? We'll help.

I'm sure the password is right but it still says 'incorrect.'

The login page just redirects back to itself.

I see a plain white page when I try to log in.

I'm a team member, not the account owner.

My username was changed and now I can't find my account.

Was this page helpful?

Go deeper on chykalophia.com

Stuck? We'll help.