Introduction
Encountering login or access issues can be frustrating, but most problems can be resolved with a few simple steps. This guide will walk you through common login issues and their solutions to help you quickly regain access to your account or platform.
Do You Need to Log In?
Before troubleshooting, please note that you only need to log in if you have access to the SalesHub™ Start tier or SalesHub™ Pro. If you're unsure about your access level or which platform you should be using, check with your organization's administrator.
Common Issues and Solutions
1. Incorrect Credentials
One of the most frequent causes of login problems is entering incorrect account information:
- Double-check your username/email: Ensure you're using the exact email address associated with your account
- Verify your password: Remember that passwords are case-sensitive
- Check for typing errors: Small mistakes like extra spaces or typos can prevent successful login
- Caps Lock check: Ensure Caps Lock is not enabled when entering your password
- Password reset: If you've forgotten your password, use the 'Forgot Password' option to reset it
2. Browser Issues
Your web browser can sometimes interfere with the login process:
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Clear browser cache and cookies: Outdated or corrupted browser data can prevent successful login
- For Windows/Chrome: Press Ctrl+Shift+Delete
- For Mac/Chrome: Press Command+Shift+Delete
- For Safari: Go to Safari menu > Preferences > Privacy > Manage Website Data
- Select options to clear both cache and cookies, then try logging in again
- Try a different browser: If one browser isn't working, attempt to log in using a different browser (Chrome, Firefox, Safari, Edge)
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Use Incognito/Private mode: This bypasses stored cookies and extensions that might be causing issues
- Chrome: Click the three dots > New Incognito Window
- Firefox: Click the three lines > New Private Window
- Safari: Click File > New Private Window
- Edge: Click the three dots > New InPrivate Window
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Update your browser: Ensure you're using the latest version of your preferred browser
- Most browsers update automatically, but you can manually check in the settings/about section
3. Device and Connection Issues
Sometimes the problem may be related to your device or internet connection:
- Try a different device: If possible, attempt to log in from another computer, tablet, or smartphone
- Check your internet connection: Ensure you have a stable internet connection
- Disable VPN/proxy: If you're using a VPN or proxy service, try disabling it temporarily
4. Account-Related Issues
In some cases, there might be issues with your account status:
- Account activation: Check if you need to activate your account (common for new users)
- Account lockout: Multiple failed login attempts may temporarily lock your account
- Session conflicts: Being logged in on multiple devices might cause conflicts
Step-by-Step Troubleshooting Process
If you're experiencing login issues, follow this systematic approach:
- Verify your credentials: Ensure you're using the correct email and password
- Reset your password: Use the password reset function if you're unsure about your password
- Clear browser data: Clear your cache and cookies, then restart your browser
- Try incognito mode: Attempt to log in using a private/incognito browsing session
- Use another browser: Switch to a different web browser
- Check from another device: If possible, try logging in from a different device
- Contact support: If all else fails, reach out to our support team
Next Steps
If you've tried all of the troubleshooting steps above and still cannot access your account:
- Contact our Support Team at support@visitingmedia.com
- Provide detailed information about:
- The specific error message you're receiving (if any)
- The steps you've already taken to resolve the issue
- The browser and device you're using
- Screenshots of any error messages (if possible)
Our team is committed to helping you resolve access issues as quickly as possible.
For additional support, please contact our support team.