If you or a customer cannot log in to Storable Easy, start by clicking "Forgot Password" to reset it. If that doesn't solve the problem, follow these steps:
1. Test the Login Yourself
If the customer is comfortable sharing their credentials, try logging in on your own device using their credentials.
If you cannot log in, go to Step 5 to manually reset their password.
If you CAN log in, the issue is likely with the customer’s device or how they are typing the information. Continue to Step 2.
2. Check for Extra Spaces
Mobile phones often add a hidden space after a username or email. Even one extra space will cause an "Invalid Password" error.
The Fix: Ask the customer to type their username manually instead of using "Autofill." Make sure there are no spaces at the beginning or end.
3. Watch for Capital Letters
Usernames and passwords are case-sensitive, meaning "Storage123" is not the same as "storage123."
The Fix: Phones often automatically capitalize the first letter of a word. Ensure the customer matches the case of the letters exactly.
4. Clear Saved Data (Cache & Cookies)
If a login is entered incorrectly once, a browser might "remember" the wrong info and keep trying to use it. Clearing this data can give you a fresh start.
iPhone/Android: Open your browser (Safari or Chrome) > Settings > Privacy > Clear Browsing Data. Make sure "Saved Passwords" and "Autofill Data" are checked.
Desktop (Chrome): Click the three dots in the top right > Clear Browsing Data. Select "Passwords" and "Autofill form data," then click Clear.
Desktop (Firefox): Click Menu > Settings > Privacy & Security. Scroll to "Logins and Passwords" and click Saved Logins to remove the old password for your site.
5. Manually Reset the Password
If the customer still can't get in, you can reset it for them inside the software:
Go to the Customer’s Page.
Click the Edit Profile button.
Scroll to Login Information and click Change Customer Password.
Type in a new password and click Save.
6. Slow Down and Spell It Out
Sometimes our fingers move faster than our brains! If a customer is sure they are typing correctly, but it still fails, ask them to spell the password out loud as they type each letter. This helps the brain and fingers stay in sync and prevents "muscle memory" mistakes.