Credential Issues
Wrong email or password
Confirm you are using the correct email address associated with your AIQ account.
Check for typos in your email or password.
If your organisation uses multiple UIDs, confirm you are using the correct login link for your location.
Need to reset your password
If your credentials look correct but you still can't log in, try resetting your password:
Enter the email address associated with your account.
Click Submit and check your inbox for a password reset email.
Check your spam, junk, and promotions folders if the email doesn't arrive within a few minutes.
Follow the link in the email to set a new password.
Missing or expired invitation email
If you never received your invitation email or it has expired, you'll need your team owner to re-invite you:
Contact your team owner and ask them to remove your account from the team in AIQ Mission Control.
Ask them to add you back — this sends a new invitation email to your address.
Check your inbox (and spam/junk folders) for the new invitation.
Click the link and complete the setup process, including creating your password.
Once setup is complete, password resets will work normally going forward.
Note: You cannot change the email address on an existing account. If you need to use a new login email, your team owner will need to create a new team member account with the new address.
Login Loops
Bookmarked link leads to a page you can't access
If you're being redirected to a page you don't have permission to view — for example, a Manager-level account following a bookmark that points to the loyalty settings page — the issue is likely the saved URL rather than your credentials.
Instead of using your bookmark, go directly to the standard login page:
Log in from there and navigate to your intended destination manually. If the page is still inaccessible after logging in, the page may require a higher permission level than your account has — contact your team owner to confirm your role and permissions.
Shopper Mobile App Login Issues
If a shopper can log in on the web wallet or e-commerce menu but cannot log into the mobile app, or if their credentials appear correct but the app won't let them through, this is likely a technical app issue rather than a credential problem.
Signs it's a technical app issue
The shopper has successfully reset their password but still cannot log in
The app freezes or crashes at the login screen
The shopper is repeatedly redirected back to the login screen after entering correct credentials
An unexpected error message appears that is not related to password or email
Before escalating, collect the following
What the shopper sees on screen (exact error message or description of the screen they're stuck on)
Whether the issue is consistent or only happens sometimes
The shopper's device type and OS version, if known
Whether other shoppers on the same account have reported similar issues
Submit a support ticket via the chat widget in your AIQ Dashboard with these details. If similar issues have occurred on your account before, note that as well — it helps the support team identify patterns faster.
Clearing local storage
If you're stuck in a login loop, clearing your browser's local storage can resolve session or cache issues. Follow these steps using Chrome Developer Tools:
Open Developer Tools: Navigate to the website, then press F12 (or Cmd+Option+I on Mac).
Go to Application Tab: In the DevTools window, click the Application tab at the top. You may need to click >> to see all options.
Find Local Storage: In the left-hand menu, under the Storage section, expand Local Storage.
Clear Data: For a single site — right-click the site's URL and choose Clear. For all sites — click the Clear site data button in the top-right of the storage panel.
Reload Page: Refresh the page to see the changes.
Still can't get in?
If you've worked through the steps above and still can't access your account, contact another user who is logged into your account and ask them to contact support to report the issue.