This guide provides clear, step-by-step instructions for logging in to your account and offers straightforward solutions for the most common access problems you might encounter. Whether you are using the full-featured web browser interface or the mobile app for on-the-go conversations, this document will help you navigate the login process and resolve any issues quickly. We will begin by outlining the standard login steps.
1. First-Time Login for New Users
A smooth initial login is the first step to leveraging the full power of the BusinessChat platform. The following steps outline the standard account activation process. Understanding this baseline procedure is crucial, as it helps identify where a problem might be occurring if you encounter difficulties.
Account Creation by Administrator The process begins when your organization's BusinessChat Admin adds you as a new user to the platform using your unique email address.
Activation Email: Once you are added, you will receive an automated email. This message will prompt you to confirm and formally activate your new BusinessChat user account.
Initial Credentials: You will access the platform for the first time using the email address used by your team administrator to invite you to the store’s BusinessChat account. And you can set up a password after you follow the invitation link you received in your email.
Platform Access: Log in to the main web platform, which is best accessed on a laptop or computer. This is the primary interface for all BusinessChat features. A mobile application is also available, designed specifically for managing conversations.
If this standard process does not work as expected, the following section provides solutions for the most frequently encountered issues.
2. Troubleshooting Common Login Issues
Login difficulties are common and can almost always be resolved with a few simple steps. This section is organized by specific problem types to help you quickly identify the challenge you are facing and implement the correct solution to regain access to your account.
2.1 Problem: Forgotten or Incorrect Password
The most common login issue is a simple typo. Before proceeding, carefully re-type your email address and password, paying close attention to spelling and case sensitivity. Also, ensure there are no spaces in the email address or password.
If you have forgotten your password, follow these steps to reset it:
Navigate to the BusinessChat login page via this link: https://platform.businesschat.io/login? and click the "Forgot Password?" button.
Enter the email address associated with your account and click the button to send the reset instructions.
Check your inbox for an email from ([email protected]) with the subject line "Reset Your Password".
Click the "RESET PASSWORD" button within the email. You will be redirected to a page where you can set a new password.
Your new password must be at least 8 characters long, and the entries in the password and confirmation fields must match exactly.
If you don't receive the reset email:
If you follow the Forgot Password instruction, but you don’t receive an email, follow this checklist:
Check your email's spam or junk folder.
Confirm that you are checking the correct email account that is registered with BusinessChat.
If you have an internal IT administrator at your company, then contact them to ensure that emails from [[email protected]] are not being blocked by a company firewall.
2.2 Problem: Two-Factor Authentication (2FA) Challenge
Two-Factor Authentication (2FA) is an optional security feature that adds an extra layer of protection to your account. Enhanced security requires you to provide a second password or an OTP when logging in under certain conditions.
You will be prompted to enter your 2FA password in the following situations:
When logging into your account from a new, unrecognized device.
Automatically, after 30 days, as the password is saved on a trusted device for that duration only.
If you have trouble with your 2FA credentials, please make sure that:
You are entering the correct WhatsApp number, which should be your personal number that you added to your account when you were first invited to the BusinessChat account.
Wait a while; the OTP might be slightly delayed when it is sent. This could take up to 3 min.
2.3 Problem: Account Access Denied or Deactivated
If you are certain your credentials are correct but still cannot log in, your account may have been deactivated by an administrator.
Only users with the Owner or Admin role have permission to deactivate user accounts.
When an account is deactivated, the user immediately loses all access to the BusinessChat platform.
Deactivation is different from deletion. Your user data is retained within the system, but your login access is revoked.
If you suspect your account has been deactivated, you must contact your organization's account Owner or Administrator to investigate and resolve the issue. If these common issues don't apply to your situation.
3 Device-Specific possible login Issues
While the core login process is consistent, there are key differences in functionality and setup between the web and mobile versions of BusinessChat. Understanding these distinctions will help you use each platform effectively.
3.1 Log in issues on a Web Browser
The web browser version, accessed on a laptop, computer, or tablet, is the primary platform for using BusinessChat. It provides full access to all features, including marketing campaigns, automation workflows, advanced settings, and reporting.
Web browser loading or doesn’t open issue
If the BusinessChat login page is stuck loading on your computer, please try the following troubleshooting steps:
Check your internet connection: Ensure you are connected to standard Wi-Fi. The platform is not compatible with mobile hotspots.
Clear your browser data: Delete your browser's cache and cookies, then perform a hard refresh of the page.
Switch to Google Chrome: If you are using a different browser (like Safari or Edge), try logging in via Chrome, as it is the most compatible browser for our platform.
3.2 Login issues from the Mobile App
The BusinessChat mobile app, currently in beta, is designed primarily for customer service functions. It allows you to manage and respond to customer conversations while away from your desk. To ensure the app functions as intended, it is critical to enable notifications.
If you get logged out unexpectedly when logging in to the mobile app, try uninstalling and reinstalling the app.
If you've reviewed both common troubleshooting steps and platform-specific notes but are still facing issues, there is one final step to take.
4 If You Still Can't Log In: Contact Your Administrator
The solutions provided in this guide address the vast majority of login issues. If you have followed all relevant steps and are still unable to access your BusinessChat account, the final step is to contact your internal account Admin or Owner. They have the necessary permissions to manage user accounts, verify your account status, and provide direct assistance.
Information to Provide Your Administrator: To help them resolve your issue quickly, please have the following information ready:
The email address associated with your account.
The exact error message you are seeing (if any).
The last time you were able to log in successfully.
The troubleshooting steps from this guide that you have already tried.