Customer Login and Password Reset

This article will explain how customers can log in to your B2B portal, troubleshoot potential login issues, and reset or change their password.

Customer Login

To access your B2B portal, customers must log in to their accounts. To do so, they should follow these steps:

Step 1. Click “Login” at the top right corner of their screen or type in your B2B store’s account URL on their browser (e.g.,wholesaledemo.b2bwave.com/customers/sign_in). 

Step 2. Enter the email address of their account and password.

Troubleshooting Login Error Messages

Customers may encounter issues when attempting to log in to your online store. Let’s check the usual error messages that may appear and see what they can do to resolve them. 

Error message	What to do
Invalid email or password	Check that they entered their email and password correctly and that they haven’t used any extra spaces before or after them
Multiple login attempts detected. Please try again in a few hours or contact the administrator to request a password reset	Ask an admin user to reset their failed login attempts. To do so, the admin needs to:  1. Go to  Settings >Profile >Advanced and click “Failed logins” 2. On the “Failed logins” page, click “Reset failed logins”

Resetting A Forgotten Password

Customers can reset their password if they’ve forgotten it by completing these steps: 

Step 1. Log in to your online B2B store and click “Forgot password?”

Step 2. Type in their email address and click “Reset password” on the new page. Customers will receive an email shortly after they do this with reset instructions. 

Step 3. Open the email and click the “Set my password and login” link. On the next screen, customers must create a new password and confirm it by typing it anew. Once they’ve done this, customers should click “Set my password and login” to access your store.

Changing An Existing Password

Customers can change their password any time they wish. To do so, they need to: 

Step 1. Log in to your online B2B store. Then, go to the “Account” menu and click “My account.”

Step 2. Click “Change Password” on the “Edit Customer Details” page.

Step 3. Type their existing password in the “Current password” field. Enter their new password in the “Password” and “Password confirmation” fields, and then click “Change password” to change their login details.

Resetting Customer Passwords as an Administrator

You can send customers a new, randomly generated password or a one-time login link. To do this:

Step 1. Go to the Customers menu and click on the customer you want to reset their password or send them a one-time login link.

Step 2. On the “Customer details tab,” click “Set reset password link” if you want to send the customer a new automatically-generated password. Remember that the customer will receive this on their primary email address. To generate a one-time login link for the customer, click “Send one-time login link.” In this case, the information persists for a single viewing, meaning it can’t be read by someone else later.