Troubleshooting: admin users login issues

Updated on 20-October-2016 at 10:16 AM

In this article, you'll learn tips to resolve some of the most common issues that occur when attempting to log into the Admin Console.

If you need to change your password, or get step-by-step instructions on the process of logging in, see Changing your password to access the Admin Console and email messages .

Resolving issues when attempting to log into the Admin Console

The best way to log in into your site is to enter the URL to access the Admin Console in a browser. Follow these steps:

  1. Enter the URL to access the Admin Console in a browser's address bar. The URL you enter will use one of the following two formats, depending on whether the site is a trial site or a live site:
    Press Enter (Windows) or Return (Mac) to load the Login page for the Admin Console.

2. In the Login page that appears, enter your email address and password.


If you have several email addresses and you are not sure which one you used, search for messages in your Inbox to see which email address the system previously used when sending notifications.

There are several known issues that may cause you to be unable to log into the Admin Console.

Read through this list and verify that these issues are not present:

  • To use our system, you must have cookies enabled in your browser's preference settings. If cookies are enabled, you may need to delete your cookies and clear your cache. (More details about this are provided in later sections of this article).
  • Your username or password may be incorrect.

Check that you have not misspelled your email address and password. You may find it helpful to reset your password, as described in an upcoming section of this article.

  • Your site has expired Verify that your site is in good standing and that the recent invoices have been paid. The Admin Console for your site is disabled shortly after your last unpaid invoice.

Resolving error message 4: This user is not registered for the selected site

If you are presented with a message that states: This user is not registered for the selected site [ERROR 4], it means that you are attempting to log into a site, but the system does not find Admin privileges for the user account that matches the username you have entered. 


Since the system cannot find sufficient privileges, it is unable to authenticate your login credentials and display the Admin Console interface to maintain the site.

In other words, while you may be granted access to log into the Admin Console for another site hosted on this system, you've not been granted the permissions to access this particular site, as an admin user. (And you may still be able to log in and interact with the live site, on the front end of this site).

If you are seeing this message, you cannot log in to resolve it yourself. Instead, contact the Partner that is responsible for managing the back end of the site, and ask them to log in and add you as an admin user to this particular site.

A Partner can create user accounts for other admin users by following these steps:

  1. Choose Admin > Manage Users. manage_users.png
  2. In the User Details page that appears, check the  checkbox to Allow Access to Admin. allow_admin.png
  3. Click Save to save the changes.

Note: The number of admin users allowed for each site is dependent on the site's hosting plan. Talk to the Partner that manages the site to see if there is an available user account, or if the site's limit has been reached.

Resolving error message 1: Username, password or both are incorrect

If you are presented with a message that states: Either your username, password or both are incorrect [ERROR 1], it means that you are attempting to log into a site, but the system does not recognize the username or the password you have entered (or both).


If this message appears, it means that your username and/or your password are incorrect.

Try again, being very careful to ensure that you have typed your email address (username) and the password correctly, and do not have any misspellings. (You may find it is helpful to type the password in a text document, so that you can see the characters and confirm them, and then copy the correct password and paste it into the password field).

It is also important to check that you do not accidentally have the Caps Lock enabled, because passwords are case sensitive.

If you re-try using these strategies and you still receive the same error message, try clicking the Lost your password? link, which is at the bottom of the Login page. Using this tool, you can reset your existing password in order to access the Admin Console.

Detailed instructions on clicking this link are provided in the article titled: Changing your password to access the Admin Console and email messages .


After updating the password, you'll use that new password whenever you log into the Admin Console.

Be sure to store your new password in a secure location.

Using a different URL to log into the Admin Console

If you've followed the steps above and you are still unable to login into the Admin Console, you can try using a different URL to log into your site.

Every site comes with a secure (SSL) version, which uses the subdomain.

Your specific site's secure URL can be accessed by choosing Admin > Manage Domain Names. It will look something like this:

<a href="" rel="nofollow" target="_blank"></a>  

Enter the secure URL for your site in the address bar of a browser, and trying logging in again.

Clearing the browser cache and deleting cookies

Sometimes the site's cookie settings can prevent you from logging in to the site or into a Secure Zone.

If you suspect this is the case, you can clear the cache and delete the cookies stored in your browser.

To find instructions on clearing the cache for many different browsers, read the Indiana University article titled How do I clear my web browser's cache, cookies, and history?

Administrators are unable to reset other admin user's passwords

The system allows a single admin user to access more than one site on the system using the same login credentials.  For example, if you are a web designer or a web developer and you are managing a  number of sites, then you can use the same username and password across all of them.

This is intentional, because it enables you to manage multiple sites without requiring you to remember multiple passwords.

However, this behavior makes it impractical to allow an administrator to change another admin user's password. Instead, the administrator should ask the admin users to change their own password using the Admin Console.

A user can change their password by choosing Home > My Details and updating the settings in the Change Password section of the My Details page. Alternatively, they can click the Lost your password? link that appears on the Login page for the Admin Console. To learn more, read Changing your password to access the Admin Console and email messages .

There is another similar error that you may encounter that is related to this issue. You may see the following message:

"Account details for this user can only be changed on the web site where it was first created."

This message appears if you are attempting to edit a user's account settings on a site that is not set as that user's default site in the My Details page.

To edit this user, you will need to either log into the site their user account was originally created or log in as the user and choose Home > My Details to change the user's default site using the My Details page.

For more information about setting the default site, see Understanding how to use the My Details page to update settings .