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Troubleshooting Webgility Desktop Login Issues: Duplicate Email as Primary and Add-On User

This article helps Webgility Desktop users resolve login issues that occur after updating credit card or account information. It focuses on troubleshooting conflicts caused by the same email being registered as both a primary user and an add-on user, which can lead to authentication failures.

Overview

When a user faces login issues with Webgility after updating their credit card or account information, check for conflicting user records. This guide addresses scenarios where the same email is set as both a primary user and an add-on user, leading to authentication failures.

Symptoms

  • User cannot log in after updating billing or profile information
  • Error messages related to authentication failure or invalid credentials

Root Cause

    • The same email address is configured both as the Primary User and as an Add-On User in the Webgility account. This results in ambiguity during authentication, causing login failures.

Resolution Steps

1. Confirm Duplicated Email Entry

  • Log into the Webgility admin portal using your support credentials.
  • Navigate to Add-ons Tab in the Webgility portal.
  • Search for the affected email address.
  • Confirm if it appears under both the Primary User section and the Add-On Users list.

2. Update User Records

  • If duplication is found:
    • Remove the email from the Add-On Users section:
      • Select the user entry under Add-On Users.
      • Click Remove or Delete User.
    • Ensure the email remains set as the Primary User.
  • If the user should be an add-on (not the primary), then use a different email for add-on access.

3. Update Portal and App Logins

  • Users should log out of all sessions.
  • Update the login details using the newly confirmed primary email address.
  • Confirm that the email is consistent across both the portal and the desktop/app login.

4. Verification

  • Attempt to log in using the resolved credentials.
  • Ensure both the portal and Webgility app now accept the primary email for access.