Overview
If a user is unable to log in to SellStack 365 Cannabis, it’s important to first clarify which type of login they are attempting:
- Storefront login (Customer-facing) – used by B2B customers and business users to place orders
- Admin login – used by platform administrators to manage products, users, orders, and sync status
Each login has a separate access point, separate credentials, and different eligibility requirements.
1. Storefront Login Issues (Customer Users)
Most login problems for storefront users stem from account setup, incorrect Business assignment, or expired access.
- Email not recognized: The user may not be linked to a Business, or their account hasn’t been synced yet from ERP.
- Password doesn’t work: Use the “Forgot Password” option if enabled. If not, reset the password manually via the Admin Panel.
- Multiple Business accounts: The user may be stuck at the Business selection step — impersonate them in Admin to confirm visibility.
- Inactive or suspended Business: A user cannot log in if their assigned Business has been suspended or deleted.
2. Admin Login Issues
Admin access is tightly controlled and not available to regular storefront users.
- Incorrect login URL: Admins must log in through the separate admin panel (not the storefront login page).
- Credentials not recognized: Admin accounts are provisioned manually — check with your platform manager if access hasn't been granted.
- Two-Factor Authentication (if enabled): Ensure the correct 2FA token or method is being used.
How to Confirm User Access
- Go to Admin Panel > Users
- Search for the user’s email address
- Check their role (Admin or Customer)
- Verify Business assignment and account status
- Reset password manually if needed
ERP Sync Considerations
If users are synced from Business Central 365 Cannabis, their credentials and Business links are updated during each sync cycle. Delays or sync failures can prevent login eligibility from taking effect. Confirm the user’s contact record is correctly associated with the expected customer card in the ERP.
Still Not Working?
- Try impersonating the user in Admin to isolate if the issue is visibility or credentials
- Temporarily reset the password and test the login directly
- Confirm if any access restrictions (such as IP lockdown or domain restrictions) are active
