ShopPilot account (sign-up, log in, security, privacy)

Sign-up is refused or the form shows an error

ID: account-signup

Seen as:

• "Enter a valid email address."
• "Use at least {…} characters for the password."
• "Use no more than {…} characters for the password."
• "Choose a different password."
• "The password must not contain your email name."
• "The password confirmation does not match."
• "You must agree to the Terms of Service and acknowledge the Privacy Policy."
• "The legal documents changed. Review and accept them again."
• "Unable to create an account with those details."
• "Use a permanent email address. Temporary inbox addresses can't be used for a Shop Pilot account."
• "That email domain doesn't receive mail. Check the address and try again."
• "This signup form expired. Please try again."
• "Review the highlighted requirement and try again."
• "Type your Gmail address without the dots. Gmail ignores dots, so mail still reaches the same inbox."

People say: "I can't create an account", "it says unable to create an account with those details", "my password is not accepted", "it says use a permanent email address", "sign-up form expired"

Why: The sign-up form checks each field. The email must be a normal address that can receive mail: temporary inbox addresses are refused, a domain that does not receive mail is refused, and a Gmail address with several dots in the name must be typed without the dots (Gmail delivers to the same inbox either way). The password must have at least 12 and at most 128 characters, must not be only spaces, must not contain the part of your email before the @ (when that part has 4 or more characters), and must match "Confirm password". The Terms of Service box must be ticked. "Unable to create an account with those details." is a general message for a rare failure: it does not say which detail. An email address that already has an account does not get this message: the form goes on to the code page and no code is sent (see The 6-digit email code never arrives, or the code or confirm button does not work). "This signup form expired" (and the same wording on other ShopPilot forms) means the form's security check no longer matches: the page was open for a long time, another tab changed the session, or the browser blocks cookies for shoppilot.dev.

Fix:

1. Read the message under the field and fix that field. Type the email by hand and check it for typos.
2. Use a password of at least 12 characters that does not contain your email name. Press "Show" to check both password boxes match.
3. Tick "I agree to the Terms of Service and acknowledge the Privacy Policy."
4. If the form expired, open https://shoppilot.dev/signup again (do not use the Back button), make sure cookies are allowed for shoppilot.dev, and fill it in again.
5. If the form goes on to the "Confirm your email" page but no email arrives, the address may already have an account. Try https://shoppilot.dev/login, or "Forgot password?" there. The address also gets a short notice email when someone uses it to sign up again.
6. Use an email address you keep and can read (Gmail, Outlook, inbox.lv and similar). Do not use a temporary or throw-away inbox.

If still stuck: contact ShopPilot support with the email address you tried and the exact message. Never send the password.

Notes: Trying again is safe. An account whose email was never confirmed cannot be used yet: log in with the same email and password to get to the code page again.

Too many tries: wait and try again (sign-in, sign-up, codes, reset, password changes)

ID: account-too-many-tries

Seen as:

• "Too many sign-in attempts. ... Forgot your password? Use Forgot password. You can try again in about {…} minutes."
• "Too many sign-up attempts. ... You can try again in about {…} minutes."
• "Too many password-reset requests. ... No email was sent this time. You can try again in about {…} minutes."
• "Too many new codes asked for. ... You can try again in about {…} minutes."
• "Too many codes tried. ... You can try again in about {…} minutes."
• "Too many password changes. ... You can try again in about {…} minutes."
• "Too many codes were requested. Try again in {…} minute{…}."
• "Too many codes were tried today. Use the button in the email, or try again tomorrow."
• "Too many new codes were asked for today. Use the newest email, or try again tomorrow."
• "Too many tries."
• "Wait {…} minute{…} and try again."
• "Too many tries"
• "Too many tries. Wait {…} and try again."

People say: "too many attempts", "I am locked out", "it says try again in 15 minutes", "login blocked", "too many tries"

Why: To protect accounts, ShopPilot refuses further tries for a while after too many sign-in attempts, sign-ups, password-reset requests, codes or password changes in a short time. Until the wait is over the next tries are refused, even if the details are now correct. The message gives the wait, for example "about 9 minutes".

Fix:

1. Stop pressing the button. Wait the time the message gives.
2. Try once, typing the email and password slowly. Press "Show" to check the password.
3. If you are not sure of the password, use "Forgot password?" on the login page instead of guessing again.
4. For codes: after the wait, use the newest email. If the page says to try again tomorrow, use the button in the newest email instead of typing the code, or wait until the next day.
5. If you urgently need access and cannot wait, contact ShopPilot support.

If still stuck: contact ShopPilot support with your account email, the time, and the exact message.

Notes: Waiting never harms the account. Do not try to get around the wait by creating a second account.

The 6-digit email code never arrives, or the code or confirm button does not work

ID: account-email-code

Seen as:

• "That code is invalid or expired. Use either of your two most recent emails or request another code."
• "The verification email could not be sent. Wait briefly and try again."
• "The verification email could not be sent. Check the address and request a new code."
• "Your email isn't confirmed yet. Use the code or the button from the email we sent."
• "This secure verification form expired. A fresh protected form is ready; enter either of your two most recent unexpired codes or reopen either recent email link."
• "This isn't the browser you signed up in."
• "This link has expired."
• "This link doesn't work."
• "Email already confirmed."
• "This tab was opened by your email app and cannot send forms."
• "Sign in again to send a new verification code."
• "Choose a valid verification action."
• "Open this page in the same browser where you created or signed in to this account."
• "Use the email address for the account signed in to this browser."

People say: "I didn't get the code", "the code is invalid or expired", "the confirm link doesn't work", "this isn't the browser you signed up in", "verification email not coming"

Why: The code and the button in the "Confirm your email" email work for 30 minutes, once, and only in the same browser where you created the account (or logged in). The two newest emails both work, older ones do not. Common causes: the email is in spam or was typed with a typo; the code is older than 30 minutes; the button was opened on another device or in another browser (for example the phone's mail app); the email was opened inside a mail app tab that cannot send forms; too many codes were asked for. If the email address already had an account, no new code is sent for the sign-up; the address gets a notice instead.

Fix:

1. The code page says "Check your spam folder first." Look in Spam or Junk and under the other tabs of the mailbox (Gmail "Promotions", Outlook "Other"). Search for "ShopPilot". Give the email a few minutes before asking for another code.
2. Open https://shoppilot.dev/verify-email in the SAME browser where you signed up and type the newest code. It is fine to paste it ("604 960" works).
3. "This isn't the browser you signed up in": open the email in the original browser and press the button again, or log in here and type the 6-digit code.
4. "This link has expired" or "That code is invalid or expired": press "Send a new code" (or "Send a new link") and use the newest email. Do not use a code from an older email than the two newest.
5. "This tab was opened by your email app and cannot send forms": open a new browser tab, go to shoppilot.dev/verify-email and type the code there.
6. "Your email isn't confirmed yet" appears when you log in before confirming: use the code or the button from the email.
7. "Sign in again to send a new verification code": log in at https://shoppilot.dev/login with the email and password you used, then press "Send a new code".
8. If the email address was typed wrongly at sign-up, the code went to a wrong inbox. Sign up again with the right address.
9. "Email already confirmed." means you are done: log in.
10. If nothing arrives after about 10 minutes, press "Send a new code" once, check Spam again, and then contact ShopPilot support with the email address and the time.

If still stuck: contact ShopPilot support with the email address, the time you asked for the code, and the exact message.

Notes: Trying again is safe. Asking for many new codes in a short time is refused for a while (see Too many tries: wait and try again (sign-in, sign-up, codes, reset, password changes)).

Log in fails: wrong password, expired form, "Your login took too long"

ID: account-login

Seen as:

• "Your login took too long. Log in again."
• "This page expired. Please try again."
• "Email or password is incorrect."

People say: "can't log in", "email or password is incorrect", "login form expired", "login took too long", "the login page loops back"

Why: "Email or password is incorrect." means the pair did not match; it does not say which one is wrong. Usual causes: a typo, an old password after a reset, the wrong email (a second address), caps lock, or a password manager filling an old password. "This login form expired" and "This page expired" mean the page was open too long: reload it. "Your login took too long" appears when you passed the password step of 2-step login but did not enter the code in time (it waits for several minutes).

Fix:

1. Open https://shoppilot.dev/login again (reload the page) and type the email and password. Press "Show" to see the password.
2. If the password may be wrong or forgotten, press "Forgot password?" (see Forgot password: the reset link or the reset form does not work).
3. If you have 2-step login, enter the 6-digit app code on the next page within a few minutes.
4. If you created the account but never confirmed the email, logging in sends you to the code page: enter the 6-digit code from the email.
5. A team member does not use this page: use "Log in with your team key" or https://shoppilot.dev/team/login.

If still stuck: contact ShopPilot support with the email address and what the page says. Never send the password.

Notes: Many wrong tries in a row make ShopPilot refuse further tries for a while (see Too many tries: wait and try again (sign-in, sign-up, codes, reset, password changes)).

2-step login: the 6-digit app code or backup code is refused

ID: account-2step-login

Seen as:

• "Too many wrong codes. Log in again."
• "Too many wrong codes. Wait {…} and try again."
• "We can't check app codes right now. Use a backup code, or try again later."
• "That code was already used. Wait for the next code in your app."
• "That code is not right. Try the newest code in your app."
• "That backup code is not right, or it was used before."

People say: "2-step code wrong", "authenticator code doesn't work", "I lost my phone", "backup code not accepted", "it says log in again"

Why: After the right password, accounts with 2-step login ask for a code. An app code changes every 30 seconds and works once: a code that was already used, or an old code, is refused ("That code was already used. Wait for the next code in your app."). A backup code works once. Wrong codes in a row end this login attempt ("Too many wrong codes. Log in again.") and start a short wait ("Too many wrong codes. Wait {…} and try again."). If the code page stays open too long, the login ends with "Your login took too long. Log in again." "We can't check app codes right now" means app codes cannot be checked at this moment: use a backup code or try later.

Fix:

1. Open the authenticator app and wait for a fresh code. Type the newest 6-digit code for ShopPilot. If it is always wrong, set the phone's date and time to automatic.
2. "That code was already used": wait for the code to change, then type the next one.
3. No phone? Press "Use a backup code instead" and type one of the 10 backup codes you saved when you turned 2-step login on (format xxxxx-xxxxx). Each works once.
4. "Too many wrong codes. Wait {…} and try again.": wait the time shown, then type the newest code on the same page. "Too many wrong codes. Log in again." means this login attempt ended: start again at https://shoppilot.dev/login (the page also has a "Start again" link).
5. Lost the phone and all backup codes: press "Contact support" on the backup code page. Send your account email and say what you lost.
6. After you are in, open tab "Security" and make new backup codes ("New backup codes") so you always have a spare.

If still stuck: contact ShopPilot support with your account email and the exact message.

Notes: Using a backup code sends you a notice email "A backup code was used to log in". If you did not do that, change your password at once.

2-step login: turning it on or off, or making new backup codes fails

ID: account-2step-manage

Seen as:

• "Turn on 2-step login first."
• "You have no backup codes left. Make new ones."
• "Could not start 2-step login."
• "2-step login is on."
• "Backup codes copied."
• "Could not copy. Select the codes and copy them by hand."
• "2-step login is off."
• "Could not turn off 2-step login."
• "Your new backup codes are ready. The old ones no longer work."
• "Could not make new backup codes."
• "Could not load the security settings."
• "Type the 6-digit code from your app."
• "That code is not right. Type the newest code from your app."
• "This setup ended. Press Turn on to start again."
• "2-step login is already on."
• "2-step login is already off."
• "2-step login is not available right now. Please try again later."
• "Type your password."
• "Your password is not correct."
• "Type a code from your app, or a backup code."
• "That code is not right."

People say: "can't turn on 2-step", "QR code does not scan", "turn off 2-step login", "I have no backup codes left", "new backup codes"

Why: Turning on needs the app to show a matching 6-digit code. If the page is left open too long the setup ends. Turning it off needs your password and a code from the app or a backup code; making new backup codes needs a code from the app or a backup code. So a person who only has your open browser cannot change it. "You have no backup codes left. Make new ones." is a reminder to make a new set.

Fix:

1. Tab "Security", card "2-step login", press "Turn on".
2. Open an authenticator app on your phone and scan the QR code. If you cannot scan, type the key under the code ("Can't scan? Type this key in the app").
3. Type the 6-digit code the app shows now and press "Turn on 2-step login". Wait for the next code if the first is refused.
4. Save the 10 backup codes: "Copy" or "Download (.txt)". If copying fails, select the codes and copy them by hand. Press "Done" only after you saved them. They are not shown again.
5. To turn it off: "Turn off", type your password and a code (or a backup code), then "Turn off 2-step login".
6. To replace the backup codes: "New backup codes", type a code, "Make new codes". The old codes stop working.
7. If a message says it is not available right now, or the settings cannot be loaded, reload the page and try again later.

If still stuck: contact ShopPilot support with your account email and the exact message.

Notes: Turning 2-step login on or off sends a notice email to your address.

Forgot password: the reset link or the reset form does not work

ID: account-forgot-password

Seen as:

• "This password-reset form expired. Please try again."
• "Reset link unavailable · Shop Pilot"
• "This reset link doesn't work."
• "This secure password-reset form expired. Reopen the newest reset email or request another link."
• "The reset link is no longer available."
• "This password-reset link is invalid, expired, or already used."

People say: "I did not get the reset email", "reset link doesn't work", "this reset link expired", "I can't change my password"

Why: "Forgot password?" on the login page asks for your email and sends a link (subject "Reset your ShopPilot password"). The page always says "If an account uses that email, we've sent a reset link" whether or not the address has an account. The link works once and for 15 minutes. The link opens a page with a button "Reset my password"; press it to get the form with "New password", "Confirm new password" and "Save new password". An old link, a link used twice, or a form left open too long is refused. Changing your email address also cancels older reset links.

Fix:

1. On https://shoppilot.dev/login press "Forgot password?", type the account email and press "Send reset link". Use the exact email you signed up with.
2. Open the newest email "Reset your ShopPilot password" (check Spam). Press the link, then press "Reset my password" on the page that opens.
3. Type a new password of at least 12 characters twice, not containing your email name, and press "Save new password". Then log in with it.
4. "This reset link doesn't work" or "The reset link is no longer available": press "Request another link" and use only the newest email, within 15 minutes.
5. "This password-reset form expired": start again from "Forgot password?".
6. If no email arrives after a few minutes, check Spam and the spelling of the address, then ask again once.

If still stuck: contact ShopPilot support with the email address you used. Never send the new password.

Notes: Too many requests in a row are refused for a while (see Too many tries: wait and try again (sign-in, sign-up, codes, reset, password changes)). A "Your ShopPilot password was changed" email confirms the change; if you did not do it, reset the password again at once.

Change password (tab "Security") is refused

ID: account-password-change

Seen as:

• "Unable to update the password."
• "Enter your current password."
• "Enter a new password."
• "This does not match the new password."
• "Use at least 12 characters."
• "Use no more than 128 characters."
• "Your current password is not correct."
• "That is your current password. Choose a new one."

People say: "can't change my password", "current password not correct", "passwords do not match"

Why: "Change password" needs the current password, a new password of 12 to 128 characters that is different from the current one and does not contain your email name, and the same new password in "Confirm new password". "Unable to update the password." appears when the account changed at the same moment (for example the password was reset in another tab) or the account is not active.

Fix:

1. Tab "Security", card "Change password": type the current password, the new password twice, press "Change password".
2. Fix the field named in the red line and try again.
3. If you forgot the current password, log out and use "Forgot password?" on the login page.
4. After success every other session is signed out and a notice email is sent.

If still stuck: contact ShopPilot support with your account email and the exact message.

"Authorized browser limit reached"

ID: account-browser-limit

Seen as:

• "Authorized browser limit reached"
• "This account already uses all of its authorized browsers. Ask an administrator to allow one more browser or remove an old one. You do not need to sign in again: this page checks every few seconds and opens ShopPilot as soon as a browser is free."
• "This key already has {…} authorized browser device{…}. Ask the administrator to revoke or reset one."
• "This account has reached its authorized browser limit. Ask an administrator to add another browser or revoke an old one, then sign in again on this browser: a browser is only authorized while signing in."

People say: "it says browser limit", "I can't log in on my new computer", "authorized browser limit reached", "ShopPilot opens on my old PC but not here"

Why: One ShopPilot account can be used on a limited number of browsers, and a browser is added only while you sign in. Your account has reached that number, so this browser cannot be added until support makes room. The account page shows the box "Authorized browser limit reached" with a "Contact an admin" link. While it waits it says: "You do not need to sign in again: this page checks every few seconds and opens ShopPilot as soon as a browser is free."

Fix:

1. Keep the page open. When a place is free the box changes to "This browser is now authorized" and opens ShopPilot by itself.
2. Contact ShopPilot support (the box has a "Contact an admin" link). Say your account email, which browser and computer you want to use, and which old browser or computer can be removed (or ask for one more).
3. If the box shows a "Sign in again" button instead (for example after a long wait, or because you closed the page), press it and sign in again on that browser.
4. Meanwhile keep using the browser that already works.

If still stuck: contact ShopPilot support with your account email and the exact message.

Notes: This is not a password problem, so changing the password does not help. Team members have their own limit (see A teammate cannot sign in at the team sign-in page).

Connecting the ShopPilot key fails (tab "Activation Key")

ID: account-key-link

Seen as:

• "Unable to link that key. Check it and try again or contact support."
• "Unable to link that key. Wait and try again or contact support."
• "This activation key is already in use by another account."
• "This account already has an activation key. Disconnect it before linking another key."
• "Link an activation key first."
• "This key has expired."
• "That is a team member key, not a ShopPilot licence. Team members sign in at /team/login."
• "Referral code applied."
• "Enter your activation key."

People say: "my key is not accepted", "unable to link that key", "key already in use", "this key has expired", "it says I already have a key"

Why: The key goes with the email account you are logged in to. It is refused when: it has a typo; the key has ended or expired ("This key has expired."); the key is already linked to a different ShopPilot account ("This activation key is already in use by another account."); this account already holds a key ("This account already has an activation key."); or too many tries were made in a short time ("Wait and try again"). A team key (starting with SPT-) is not a licence ("That is a team member key, not a ShopPilot licence").

Fix:

1. Open the account page, tab "Activation Key". Type the key exactly as in your email (SP-XXXX-XXXX-XXXX-XXXX, capital or small letters both work), then press "Connect ShopPilot Key". Copy and paste it from the email to avoid typos.
2. "Already in use by another account": you may have another ShopPilot account (another email) with this key. Log out and log in with that email instead. If it is not yours, contact ShopPilot support.
3. "This account already has an activation key": an account holds only one key, and you cannot unlink it yourself. Contact ShopPilot support and say which key you want on this account (for example a renewal key).
4. "This key has expired": the paid time or the trial of that key ended. Renew on the "Subscription & Payments" tab (see the Billing section) or contact ShopPilot support.
5. "Wait and try again": stop for a few minutes, then try once.
6. A team key: give it to the team sign-in page https://shoppilot.dev/team/login instead.
7. "Link an activation key first": a page needs a linked key. Do step 1 first.

If still stuck: contact ShopPilot support with your account email and what the page says. Never send the full key.

Notes: After the key is linked, the tab shows only part of it ("Half of the key is hidden to protect your account"). Linking the same key again to the same account is harmless.

I lost my ShopPilot key, or I want to know what the key emails mean

ID: account-key-emails

Seen as:

• "Thank you for subscribing to ShopPilot. Your licence key is: {…} {…}Your subscription renews monthly and access extends automatically with each payment. Cancelling on Whop ends access at the close of the period you have already paid for."
• "This key is already active on your account -- just sign in: {…}/login Keep this message anyway: the key is shown only once, cannot be recovered from your account page, and is what you would need to sign in without your account."
• "Sign in and enter it here: {…}/login Keep this message: the key is shown only once and cannot be recovered from your account page."
• "Your subscription renews monthly and access extends automatically with each payment. Cancelling on Whop ends access at the close of the period you have already paid for."
• "Your 5-day Shop Pilot free trial has started. Your trial key is: {…} It is already active on your account, so in the browser you just sign in: {…}/login The Shop Pilot Bridge on your computer asks for the key once. You need the Bridge for Curate and for saving files to your computer. Download it from your account page after you sign in: {…}/dashboard Your trial's daily limits and what is left of them are shown at the top of every page in Shop Pilot. When you upgrade, the same key keeps working and everything you made stays."

People say: "I lost my key", "where is my key", "I need my key again", "I did not get my key", "the key email"

Why: A paid key is shown once, in the email "Your ShopPilot licence key" that arrives after the payment. It says the key is shown only once and cannot be recovered from your account page, so keep that email. A trial key is shown on the "Overview" tab (card "Free trial") and in the email "Your ShopPilot free trial key". When the key is already linked to your account, the email says "This key is already active on your account -- just sign in" and you do not need to type it anywhere. ShopPilot cannot show a full key again.

Fix:

1. If you can log in at https://shoppilot.dev/login and the app opens, the key is already linked. You do not need it to log in.
2. Search your mailbox (and Spam) for "Your ShopPilot licence key" or "Your ShopPilot free trial key". The email goes to the address you used at checkout on Whop, so check every mailbox you use.
3. A trial key can be copied from the "Overview" tab (button "Copy").
4. You need the full key only to pair the ShopPilot Bridge on a computer ("Access key") or to link it to a new account. If you lost it, contact ShopPilot support from your account email, say which email you paid with, and ask for help to get access again.
5. Never post the full key in a group chat, a screenshot or a public message, and never send it to support. Support never asks for your password either.

If still stuck: contact ShopPilot support with your account email and the email address used for the payment.

Notes: A key controls how long your access lasts. Your subscription renews monthly and access extends with each payment; cancelling on Whop ends access at the end of the paid period (see the Billing section).

The Etsy connect link says "OAuth session expired", "already used" or "was not found"

ID: account-oauth-link

Seen as:

• "OAuth session expired. Generate a fresh link."
• "OAuth session was not found or already expired."
• "OAuth session was already used."
• "OAuth session predates the shop-limit check. Generate a fresh link."

People say: "Etsy connect failed after I approved", "OAuth session expired", "generate a fresh link"

Why: The Etsy approval link made by "Generate OAuth Link" works once and for about 10 minutes. After Etsy sends you back, ShopPilot matches the approval to that waiting link. If the link was too old, was already used (page reload, second click, second tab), or was made before the shop limit was checked, the approval cannot be used and nothing is saved.

Fix:

1. Open "Connect Etsy" with the right shop active and press "Generate OAuth Link" again.
2. Open the new link at once in the browser that is signed in to that Etsy shop, press "Allow access" on Etsy, and do not refresh or open it twice.
3. Check that "Current Token" shows the shop as connected.
4. If it keeps failing, see the Etsy connection section of this page.

If still stuck: contact ShopPilot support with the shop name, the time and the exact message.

Notes: Nothing is saved when this fails, so trying again is safe.

Changing the account email (tab "Security") fails

ID: account-email-change

Seen as:

• "This is already your email."
• "We could not send the code. Please try again later."
• "Could not send the code."
• "Could not change the email."
• "This account can't change its email right now."
• "This email is already used by another ShopPilot account. Contact support if you want to join them."
• "That code has ended. Ask for a new one."
• "If you didn't ask for this, ignore this email. Nothing changes without the code."
• "If this wasn't you, contact support right away: {…}"
• "Type your new email."
• "Type a valid email address."
• "Type your password."
• "Your password is not correct."
• "Type the 6-digit code from the email."
• "This code has ended. Ask for a new one."
• "That code is not right."

People say: "I can't change my email", "I never got the change email code", "this email is already used by another account"

Why: Changing the email needs your password and a 6-digit code that is sent to the NEW address. The code works for 30 minutes and a few wrong tries end it. A new code replaces an older one. The change also ends if you change your password or log out of all sessions before you finish. The new address must be a normal address (no temporary inbox) and must not belong to another ShopPilot account.

Fix:

1. Tab "Security", card "Change email": type the new email and your current password, press "Send code".
2. Open the mailbox of the NEW address, find "Your code to change your ShopPilot email" (check Spam), type the 6 digits and press "Change email". The page shows "We sent a 6-digit code to ... It works for 30 minutes."
3. "This code has ended. Ask for a new one.": press "Cancel", then start again with "Send code".
4. "This is already your email": type a different address.
5. "This email is already used by another ShopPilot account": use another address, or contact ShopPilot support if both accounts are yours and you want them joined.
6. "This account can't change its email right now": the account is not in normal state (for example a deletion is scheduled). Contact ShopPilot support.
7. After the change you are signed out on your other devices, and you log in with the new email. A notice email goes out ("Your ShopPilot email was changed"). If you did not ask for the code, ignore that email: "Nothing changes without the code." If you did not change the email yourself, contact support at once.

If still stuck: contact ShopPilot support with your account email and the exact message.

"Signed-in devices" (tab "Security"): a device cannot be signed out

ID: account-devices

Seen as:

• "This device is already signed out."
• "Could not sign out that device."
• "iPhone"
• "Edge"
  LV: "Mala"
  RU: "Край"

People say: "sign out my other computer", "unknown device in the list", "could not sign out that device"

Why: "Signed-in devices" lists the logins of your account, for example "Chrome on Windows" or "Safari on iPhone". "This device" marks the one you are using. "This device is already signed out" means the list was out of date.

Fix:

1. Tab "Security", card "Signed-in devices". Press "Sign out" next to a device you do not know.
2. If it says it could not sign out that device, reload the page and try again.
3. If you see an unknown device, also change your password (card "Change password") and press "Log out all sessions".
4. This list is about logins, not about the browser limit. For "Authorized browser limit reached" see that entry.

If still stuck: contact ShopPilot support with your account email.

Export your data ("Create secure export") does not start

ID: account-page-export

Seen as:

• "Could not create the export."
• "Type EXPORT exactly to continue."

People say: "export doesn't download", "could not create export", "I want a copy of my data"

Why: The export is a ZIP with your account details, consent records, activity, settings, listing registry and seller files. It is made on request and the download link works once and expires quickly. A very large account can be too large for one download, and asking again and again is limited.

Fix:

1. Open tab "Privacy & Data" (or "Account & Privacy" in the left menu) and press "Create secure export".
2. When the box asks, type EXPORT in capital letters and confirm. The button says "Preparing secure link…" and then "Your one-use export download started."
3. If nothing downloaded, check the browser's downloads and its pop-up/download blocker, then press the button again for a new link. A used or old link says it is invalid, expired or already used.
4. If it says the export is too large, or you asked too many times, wait a while or contact ShopPilot support for a managed transfer.

If still stuck: contact ShopPilot support with your account email and the exact message.

Notes: The ZIP can contain private seller files. Keep it safe. Security credentials are never included (the card on the tab says so).

"Disconnect all shops" (Etsy connection) fails or looks wrong

ID: account-disconnect-etsy

Seen as:

• "Not connected"
  LV: "Nav savienots"
  RU: "Не подключено"
• "Etsy disconnected"
• "Could not disconnect Etsy."

People say: "I can't disconnect Etsy", "it still says connected", "disconnect one shop only"

Why: "Disconnect all shops" (tab "Overview", card "Connected shops") deletes ShopPilot's saved Etsy connections for every shop of the account. The line under it counts the stored connections ("N stored connection(s)") or says "Not connected". The button is grey when nothing is connected. It does not delete anything on Etsy, and listings stay on Etsy.

Fix:

1. Press "Disconnect all shops" and confirm ("Disconnect all Etsy shops and delete stored Etsy OAuth tokens?"). The message "Etsy disconnected" appears and the line changes to "Not connected".
2. If "Could not disconnect Etsy." appears, reload the page and try again.
3. To disconnect ONE shop only: make that shop active, open "Connect Etsy" and press "Delete Saved Token". You can also remove ShopPilot under Apps in your Etsy settings.
4. After disconnecting, the Listing Scheduler and Auto Orders stop for those shops. To connect again, use "Connect Etsy" > "Generate OAuth Link".

If still stuck: contact ShopPilot support with your account email.

Delete account (tab "Privacy & Data") and cancelling a deletion

ID: account-page-delete

Seen as:

• "account deletion is unavailable"
• "account deletion is already scheduled"
• "A request to delete your ShopPilot account was accepted. Access is disabled now and permanent deletion will occur no earlier than {…}. If delivery was delayed, the full recovery period starts when this message is delivered. If you did not request this, cancel it using this one-time link: {…} The cancellation link stops working after the deletion is completed."

People say: "delete my account", "account deletion is already scheduled", "I deleted by mistake", "can't delete my account", "how do I cancel the deletion"

Why: "Delete account" switches access off at once and schedules the deletion. During a recovery period you can cancel with the one-time link in the email "Your ShopPilot account deletion is scheduled". After the recovery period everything is deleted for good: licence keys, paired Bridge devices, stored tokens, settings, listings and files, and live account data. Etsy and other providers keep their own records. "account deletion is unavailable" means the account is not in a normal active state (for example already waiting for deletion, or the email was never confirmed). "account deletion is already scheduled" means a deletion is already waiting.

Fix:

1. Before you delete: export your data (see "Export your data"), cancel your subscription on the "Subscription & Payments" tab ("Cancel subscription", see the Billing section) and download anything you still need.
2. Tab "Privacy & Data", card "Permanently delete account": type DELETE in "Type DELETE to confirm", type your current password if it asks ("Current password (if requested)"), press "Delete account" and confirm.
3. You are logged out. The email "Your ShopPilot account deletion is scheduled" shows the earliest deletion date and time and a cancel link.
4. To cancel: open the link in that email, press "Cancel deletion and keep my account", then log in again. You get "Your ShopPilot account deletion was cancelled".
5. If the link says "Cancellation link unavailable", it was already used or the deletion is finished. If you cannot find the email, contact ShopPilot support at once, before the recovery period ends.
6. If "Could not delete the account." appears, reload the page, log in again if asked, and try once more.

If still stuck: contact ShopPilot support with your account email.

Notes: Deleting the account is permanent after the recovery period. Records that Etsy and other providers hold stay with them.

The account page or "Account & Privacy" does not load

ID: account-load

Seen as:

• "Unable to load account."

People say: "account page is empty", "could not load account", "account details won't load"

Why: The page could not get your account details at this moment: the connection dropped or your login ended.

Fix:

1. Reload the page (reload the browser tab).
2. If it still fails, log out and log in again at https://shoppilot.dev/login.
3. Try another browser (Chrome) or turn off browser extensions that block requests.

If still stuck: contact ShopPilot support with your account email, the browser and the exact message.

"This account can't open Shop Pilot right now" or "Account unavailable"

ID: account-status

Seen as:

• "This account can't open Shop Pilot right now."
• "Account unavailable."

People say: "my account is blocked", "account status", "account deletion pending", "I can log in but cannot open the app"

Why: Your login worked, but the account is not in normal state. The page "Account status" shows the state (for example "Pending verification" or "Deletion pending", or a state set by ShopPilot such as "Suspended" or "Disabled"). Common cases: the email was never confirmed; you asked to delete the account and the recovery period is still running; ShopPilot paused the account.

Fix:

1. Read the status on the page.
2. "Pending verification": confirm the email with the code (see The 6-digit email code never arrives, or the code or confirm button does not work).
3. "Deletion pending": open the cancel link in the email "Your ShopPilot account deletion is scheduled" (see Delete account (tab "Privacy & Data") and cancelling a deletion).
4. Anything else, or if you do not know why: press "Contact support" on that page and ask what the status means and what happens next.

If still stuck: contact ShopPilot support with your account email and the status shown.

Promotional email settings and unsubscribe links

ID: account-preferences

Seen as:

• "Promotional email cannot be enabled for this address. Contact support."
• "This preference form expired. Please try again."
• "This secure preference form expired. Reopen the newest email."
• "Open the unsubscribe link in a Shop Pilot email to manage promotional email."

People say: "stop the emails", "unsubscribe doesn't work", "I can't switch promotional email on", "preference form expired"

Why: Promotional email (news and offers) is optional and separate from account, security, Etsy connection, billing, invoice and legal emails, which always arrive. If an address was unsubscribed or its mail bounced before, promotional email cannot be switched on again for it. An unsubscribe link in an email works in the browser where you open it and its page expires if left open.

Fix:

1. To change it: account page, tab "Preferences", switch "Product updates and offers".
2. To stop promotional email from an email: use the unsubscribe link inside that email and press "Unsubscribe" on the page.
3. If the page says the form expired, open the newest email and use its link again.
4. "Promotional email cannot be enabled for this address. Contact support.": contact ShopPilot support from that address.

If still stuck: contact ShopPilot support with your account email.

"We updated our Terms": agree to keep using ShopPilot

ID: account-updated-terms

Seen as:

• "Updated terms · ShopPilot"
• "Tick the box to agree, then press Continue."

People say: "it asks me to agree again", "updated terms page", "I can't get into the app"

Why: When the Terms of Service or the Privacy Policy change, each account must agree to the new versions once. Until then the app does not open. The page "We updated our Terms" links both documents.

Fix:

1. Read the Terms of Service and the Privacy Policy (links on the page).
2. Tick "I agree to the updated Terms of Service and Privacy Policy" and press "Continue".
3. "Tick the box to agree, then press Continue." means the box was not ticked.
4. "This page expired. Please try again." means the page was open too long: reload it.
5. If you do not agree, press "Log out".

If still stuck: contact ShopPilot support.

Which email is this? Notices, alerts and what to do

ID: account-emails

Seen as:

• "Someone submitted the signup form using this email address. No new account was created and your password and sessions were not changed. If this was you, sign in or reset your password. If it was not you, no action is required."
• "Confirm the email address for your Shop Pilot account. Verification code: {…} Verification link: {…} Open the link or enter the code in the same browser where you created or signed in to this account. The code and link expire in 30 minutes and can be used only once. If you did not create an account, you can ignore this message."
• "A password reset was requested for your ShopPilot account. Open this link and press Reset my password to choose a new one: {…} The link expires 15 minutes after it was requested and can be used only once. If you did not request a reset, you can ignore this message."
• "If this wasn't you, reset your password now:"
• "If this was you, you don't need to do anything."
• "The scheduled deletion of your ShopPilot account was cancelled. Account access has been restored. If you did not cancel it, reset your password and contact ShopPilot support."
• "Welcome to ShopPilot! Your email is confirmed. How to start: 1. Open your account page. Start your free trial there, or pick a plan: {…}/dashboard 2. Connect your Etsy shop. 3. Install the ShopPilot Bridge app on your computer if you want to use Curate or save files to your computer. You can download it from your account page. 4. Make your first listing. Need help? Our help page: {…}/support Or write to us: {…}"
• "Your free ShopPilot trial ends tomorrow, {…}. Pick a plan to keep your shops and files: {…}/payment If you do not pick a plan, ShopPilot stops working when the trial ends. Your files are kept until {…}, then deleted. Questions? Write to {…}"
• "ShopPilot has stopped working for now. It starts again as soon as the payment goes through."
• "Your ShopPilot payment didn't go through"
• "We could not take your ShopPilot payment{…}. Please check or change your card on Whop: {…} {…} Your shops and files stay. If the payment keeps failing, Whop ends your plan. Questions? Write to {…}"
• "Your ShopPilot plan has ended, so ShopPilot has stopped working for your account. Your shops and files: - Your Etsy shops and listings stay on Etsy. We do not change them. - Your files and settings stay saved in ShopPilot. We do not delete them when a plan ends. Want to come back? Write to {…} and we will turn your plan back on, with your shops and files. Your account page: {…}/dashboard"
• "Auto Orders needs you"
• "ShopPilot's automatic Auto Orders check found something it could not finish on its own:"
• "ShopPilot's automatic Auto Orders check found something it could not finish on its own: {…}{…} Each problem is emailed once a day while it lasts."
• "Each problem is emailed once a day while it lasts."

People say: "I got an email about a signup", "I got a password changed email", "my payment didn't go through", "ShopPilot stopped working", "Auto Orders needs you email", "my plan has ended"

Why: ShopPilot sends a few emails that need no action and a few that do:

• "A signup was attempted for your ShopPilot account": someone used your address on the sign-up form. No new account was made and your password and logins did not change. If it was you, log in or use "Forgot password?". If it was not you, nothing is needed.
• "Confirm your email" and "Reset your ShopPilot password": the code or link works once, for 30 minutes (confirm) or 15 minutes (reset). Ignore them if you did not ask.
• "Your ShopPilot password was changed": "If this was you, you don't need to do anything." "If this wasn't you, reset your password now" with "Forgot password?".
• "Welcome to ShopPilot" and "Your free trial ends tomorrow": reminders with links to the account page.
• "Your ShopPilot payment didn't go through": the card was refused. ShopPilot stops working for now and starts again as soon as the payment goes through. Open the Whop link in the email, check or change the card, and pay again. Your shops and files stay. If the payment keeps failing, Whop ends the plan.
• "Your ShopPilot plan has ended": ShopPilot stopped working for the account. Your Etsy shops and listings stay on Etsy and are not changed, and your files and settings stay saved in ShopPilot. To come back, subscribe again (https://shoppilot.dev/pricing) or write to ShopPilot support to turn the plan back on.
• "Auto Orders needs you": the automatic Auto Orders check found something it could not finish on its own; the email names it. Open "Auto Orders" and follow the problem named (see the Auto Orders section). Each problem is emailed once a day while it lasts.

Fix:

1. Check the sender and the subject against this list. ShopPilot never asks for your password or full key in an email.
2. For a payment email, use the Whop link in the email, not a link someone sent you elsewhere.
3. If an email says something happened that you did not do (password changed, email changed, 2-step turned off, a backup code used), reset your password at once and contact ShopPilot support.
4. If you expected an email and it is missing, check Spam and the spelling of your account email.

If still stuck: contact ShopPilot support with your account email and the subject of the email.

"Change your shops" is not available, or shows a waiting message

ID: account-plan-change

Seen as:

• "Pick the shops to remove."

People say: "I can't change the number of shops", "Pick the shops to remove", "change your shops says wait"

Why: The "Change your shops" card on the "Subscription & Payments" tab is on every account page. It works for a card subscription on Whop; for other plans (cash, free access, a trial) it says why it cannot be used. Only the account owner sees it: team members cannot open the account page. When you remove shops below the number connected, "Pick the shops to remove." asks you to tick the shops that stop working. Quotes and starts are limited when pressed many times in a row.

Fix:

1. If the card says your plan cannot be changed here, follow its sentence or contact ShopPilot support and say how many shops you want.
2. If you are a team member, ask the shop owner.
3. If a message says to wait, wait the time given and try once. See the Billing section for how plan changes and payments work.

If still stuck: contact ShopPilot support with your account email and the number of shops you want.

A window says "Free trial limits are over"

ID: account-trial-limit-window

Seen as:

• "Free trial limits are over"
  LV: "Bezmaksas izmēģinājuma limits ir izsmelts"
  RU: "Лимит бесплатного пробного периода исчерпан"

People say: "free trial limit reached", "trial limits are over", "it asks me to upgrade"

Why: The free trial has daily limits (some reset at midnight in your time zone) and limits for all five days. The window opens when you pass one of them. The line under the title names the limit and what is left. The limits are on https://shoppilot.dev/free-trial.

Fix:

1. Read the line under the title. If it is a daily limit, it comes back at midnight (your time).
2. Buttons that may appear: "Choose shops" (keep the shops you want on the plan), "Connect Etsy" (trials run at half limits until the Etsy shop is connected), "Upgrade for unlimited" (opens the payment page), "Close".
3. For more help with trial rules, see the free trial section.

If still stuck: contact ShopPilot support with your account email.

Uploading a PDF design: "larger than the MB limit", "was empty", "not enough time"

ID: account-pdf-upload

Seen as:

• "That PDF is larger than the {…} MB limit."
• "That PDF was empty."
• "There was not enough time to convert every PDF. Upload them in smaller batches."

People say: "my PDF won't upload", "PDF too large", "upload many PDFs at once fails"

Why: A PDF design is turned into an image from its first page. The file must not be empty and must be under the size limit shown in the message. Converting many PDFs in one upload can take longer than one request allows.

Fix:

1. "That PDF is larger than the N MB limit": export the PDF again at a lower size, or save the design as a PNG or JPG and upload that.
2. "That PDF was empty": the file has no content (the export failed or the copy is broken). Export it again.
3. "There was not enough time to convert every PDF. Upload them in smaller batches.": upload fewer PDFs at a time.
4. Only the first page of a PDF is used.

If still stuck: contact ShopPilot support with the file size and the exact message.

Notes: Uploading again is safe. Nothing is made until you run the next step.

Rare technical messages (account)

ID: account-rare

Seen as:

• "Proxy {1} is empty. Paste its address as http://user:password@host:port, or remove that row."
  LV: "Starpniekserveris {1} ir tukšs. Ielīmējiet tā adresi kā http://user:password@host:port vai izdzēsiet šo rindu."
  RU: "Прокси {1} пустой. Вставьте его адрес как http://user:password@host:port или удалите эту строку."

Why: Rare answers from pages around the account and the Etsy connection, usually after an old page was left open or the connection dropped. Nothing was changed.

Fix:

1. Reload the page and try the action once more.
2. "Proxy N is empty. Paste its address as http://user:password@host:port, or remove that row.": open "Proxies", paste the proxy address into that row or remove it, then save.

If still stuck: contact ShopPilot support with the exact message and what you pressed.

Not errors: labels and notes (account)

ID: account-not-errors

Seen as:

• "Account & Privacy"
  LV: "Konts un konfidencialitāte"
  RU: "Аккаунт и конфиденциальность"
• "Etsy connection"
  LV: "Etsy savienojums"
  RU: "Связь с Etsy"
• "Connect your Etsy shop"
  LV: "Savienojiet savu Etsy veikalu"
  RU: "Подключите свой магазин Etsy"
• "Recent activity"
  LV: "Pēdējās darbības"
  RU: "Недавние действия"