An advertiser can't sign in
- Confirm the account is active and the email is right.
- Have them use password reset. If the email doesn't arrive, this is usually email deliverability on your domain, not an account problem — see below.
- Check whether they're using the correct URL. Operators sometimes have both a legacy and a branded domain in circulation.
Password reset emails aren't arriving
Transactional email is sent under your domain. If the DNS records provided at setup aren't in place, password resets and notifications land in spam or aren't delivered. This is the most common cause of "I can't log in" and it has nothing to do with the account itself. See Branding your platform: domain, logo and emails.
Check DNS records are configured, and ask the advertiser to check their spam folder.
Admin vs advertiser access
Admin console credentials and advertiser panel credentials are separate. An admin account doesn't automatically sign in to the advertiser panel — check which one is actually being used.
Team access
Give each team member their own login rather than sharing one. Shared credentials make it impossible to tell who changed what, and account security signals become meaningless. See Account security.
Related: Support channels and response times