Fix Login Issues in MerchantFlow

Fix Login Issues

Login issues in MerchantFlow prevent you from accessing your e-commerce analytics workspace. Most login problems can be resolved by resetting your password, verifying your email address, or clearing your browser cache. This guide covers every common login error and its fix.

Quick Fixes to Try First

1. Check credentials - verify email and password are typed correctly
2. Reset password - use the "Forgot Password" link
3. Let the CAPTCHA load - the login form requires a completed Turnstile check
4. Clear cache - Ctrl+Shift+Del, clear cookies
5. Try different browser - test in incognito/private mode

How to Fix "Invalid Email or Password"

Causes: Wrong password, email not registered, Caps Lock enabled, or typo in email address.

Fix:

1. Double-check the email address you used during signup
2. Click "Forgot Password," enter your email, and follow the reset link (check spam folder)
3. Ensure Caps Lock is not enabled
4. Try copy/paste from your password manager

Password reset guide

How to Fix Sign-In After a Shopify App Store Install

If you added MerchantFlow from the Shopify App Store, your account was provisioned without a password. The account exists and the app opens from your Shopify admin, but there is nothing to sign in with at app.merchantflow.ai yet, so every attempt fails.

Fix:

1. On the login page, follow Set your password - it sits under the sign-in card and also appears in the error banner after any failed attempt
2. Enter the email on your MerchantFlow account. For App Store installs this is your Shopify store contact email, which may not be the address you personally use
3. Follow the emailed link, valid for 1 hour, and choose a password
4. Sign in with that email and the new password

You can start the same flow from inside the app at Settings > Security, where the card reads Set a web password and offers Email me a setup link.

Password reset guide

How to Fix a Failed CAPTCHA Check

The login page runs a Cloudflare Turnstile CAPTCHA before it submits your credentials.

Errors: "Please complete the CAPTCHA verification" or "CAPTCHA verification failed. Please try again."

Fix:

1. Wait for the CAPTCHA widget to finish loading before clicking sign in
2. Disable privacy extensions or strict tracking protection that can block the widget
3. Reload the page - CAPTCHA tokens are single-use and are reset after every failed attempt

How to Fix an Unverified Email Address

Verifying your email is not required to sign in. If your address is unverified you can still log in, and MerchantFlow shows a verification banner inside the dashboard instead.

Causes: Verification link not clicked, email went to spam, or the link expired.

Fix:

1. Check your inbox for the verification email
2. Check spam/junk folder
3. Click the verification link (may need to copy/paste the URL)
4. If it expired, sign in and use the Resend action on the verification banner in the dashboard - the resend endpoint requires an active session, so it is not available from the login page
5. Wait a few minutes, then check email again

Verification link errors you may see:

• "Invalid or expired verification link."
• "This verification link has expired. Please request a new one."
• "This verification link has already been used."

Verification links are valid for 24 hours. If resending does not work, contact [email protected].

How to Fix "Your session has expired. Please log in again."

Causes: The session record was removed or has passed its expiry, you signed out elsewhere, a password reset revoked your sessions, or browser cookies were cleared.

Fix: Simply log in again. If it happens frequently:

• Do not clear cookies during your session
• Ensure your browser allows cookies from merchantflow.ai

Session behavior:

• Sessions are valid for 30 days
• The session record is refreshed at most once per day while you are active
• The session cookie cache is valid for 5 minutes, so a permission or role change can take up to five minutes to be reflected
• Resetting your password revokes all existing sessions, so you will be signed out on other devices

How to Fix "Something Went Wrong" at Login

Causes: Browser compatibility issue, JavaScript disabled, cookies blocked, or network error. When the sign-in request itself fails rather than being rejected, the banner reads "An error occurred. Please try again."

Fix:

1. Try a different browser (Chrome recommended)
2. Enable JavaScript in your browser settings
3. Allow cookies for merchantflow.ai
4. Clear cache with Ctrl+Shift+Del (Windows) or Cmd+Shift+Del (Mac)
5. Check your internet connection
6. If the problem persists, contact [email protected] with the exact error text

Browser-Specific Login Fixes

Chrome / Edge

Saved password not working: Go to Settings > Passwords, find merchantflow.ai, delete the saved password, and log in again to save the new password.

Firefox

Login button does not respond: Disable Enhanced Tracking Protection for merchantflow.ai at Settings > Privacy > Exceptions.

Safari

Login redirects to blank page: Go to Safari > Preferences > Privacy and uncheck "Prevent cross-site tracking" for merchantflow.ai.

How to Recover Account Access

Forgot Email Address

Search your email accounts for messages from "merchantflow". Check both work and personal email. If you still cannot find it, contact [email protected] with your business name or store URL.

Forgot Password

1. Go to merchantflow.ai/forgot-password
2. Enter your email
3. Click Send reset link
4. You will always see "If your account exists, we sent a reset link." - MerchantFlow deliberately does not reveal whether an address is registered
5. Check email (and spam folder)
6. Click the reset link. It expires after 1 hour; an expired or reused link shows "This reset link is invalid or has expired. Request a new link and we'll email it to you."
7. Create a new password that meets every requirement below

Password requirements:

• At least 8 characters
• One uppercase letter
• One lowercase letter
• One digit
• One special character

A password that fails any of these shows "Your password does not meet the requirements."

Detailed password reset guide

Account Does Not Exist

Because the forgot-password flow returns the same message for every address, it cannot tell you whether an account exists.

Fix:

1. Try a different email (work vs personal)
2. Create a new account at merchantflow.ai/signup - the 14-day free trial starts when you complete Stripe checkout (or approve the Shopify AppSubscription), not at signup
3. Contact support if you are certain the account should exist

Sign In With Google or Facebook

MerchantFlow also supports Google and Facebook sign-in. If you originally signed up with a social provider, use the same provider button rather than an email and password. Social-only accounts have no password to start with, but you can create one: follow Set your password on the login page, or use the password card in Settings > Security while you are signed in. The emailed link is the same one the reset flow uses - it creates the password when the account has none.

System Requirements

Supported Browsers:

• Chrome 90+ (recommended)
• Firefox 90+
• Edge 90+
• Safari 15+

Not Supported: Internet Explorer, Opera Mini, UC Browser, browsers with JavaScript disabled.

Network: Stable internet connection, no firewall blocking merchantflow.ai, cookies enabled, JavaScript enabled.

Frequently Asked Questions

Why does MerchantFlow keep logging me out?

Sessions are valid for 30 days, so frequent logouts are almost always a browser issue rather than an expiry. Check that your browser allows cookies from merchantflow.ai and that no extensions are clearing cookies automatically. Resetting your password also revokes every active session by design.

Can I use MerchantFlow on my phone?

Yes. MerchantFlow is a responsive web application that works on mobile browsers, and you can add it to your home screen for an app-like experience. There is also a native MerchantFlow app that you pair by scanning a QR code from Settings > Mobile App, but that tab only appears for workspaces the mobile app has been enabled for.

How do I enable two-factor authentication?

2FA is set up at /setup-2fa and managed from the General tab of Settings. MerchantFlow uses TOTP with 6-digit codes on a 30-second period, compatible with apps like Google Authenticator and Authy. Setup issues you a set of 10 backup codes; regenerating them invalidates the previous set.

Social-only accounts (Google or Facebook sign-in with no password) cannot set up password-based 2FA.

What happens at login when 2FA is enabled?

After your password is accepted you are redirected to /verify-2fa, where you enter the 6-digit code from your authenticator app. If you have lost access to that app, switch the form to backup-code mode and enter one of your saved backup codes instead.

What should I include when contacting support about login issues?

Include your email address, the exact error message, a screenshot if possible, your browser name and version, and the steps that led to the error.

Related Pages

• Create Account
• Password Reset
• Browser Issues
• Account Settings
• Data Security

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Last updated: August 29, 2026