What to Do If You Can't Log In to the KOMOJU Dashboard

[KOMOJU] What to Do If You Can't Log In to the KOMOJU Dashboard

If you can't log in, open https://app.komoju.com/sign_in directly instead of using a bookmarked URL, and try logging in again. In most cases, this resolves the issue.

Troubleshooting by Symptom

I can't log in, get an error, or the page doesn't load when I open it from a bookmark

Instead of your bookmarked URL, open https://app.komoju.com/sign_in directly and log in. Because the KOMOJU Dashboard login URL has changed, opening a URL you bookmarked (added to favorites) in the past or from your browser history may prevent you from logging in or cause an error. Most inquiries of this kind are resolved by logging in again from the URL above.

Once you're logged in, delete the old bookmark and bookmark https://app.komoju.com/sign_in instead.

I forgot my password / I'm told my password is incorrect

If you forgot your password, or can't log in with what you believe is the correct password, reset your password.

1. Click "Forgot Password?" on the login screen to open the "Forgot your password?" page.
2. In "Email", enter the email address linked to your KOMOJU account.
3. Click "Send password reset link".
4. Set a new password using the link in the email you receive, then log in from https://app.komoju.com/sign_in.

I didn't receive the password reset email

If the password reset email doesn't arrive, please check the following in order.

1. Check whether you can receive emails from "komoju.com". Make sure your email settings allow messages from "komoju.com".
2. If you receive other emails from "komoju.com" but not the password reset email, we will need to investigate. Please contact us via the [For Merchants Only] Having Trouble Logging In? form.

If You Can't Log In Because of Two-Factor Authentication (2FA)

My verification code (one-time token) hasn't arrived / I'm still waiting for it

KOMOJU does not send codes by message. Instead of waiting for an email or SMS, open your authenticator app yourself and enter the 6-digit code shown on the login screen.

I'm asked for 2FA even though I don't remember setting it up

KOMOJU never enables 2FA automatically, either on the system side or due to the specifications of a particular platform (such as Wix). 2FA is enabled only when the merchant turns it on in the KOMOJU Dashboard. If you don't remember setting it up, the main causes are the following two:

• Confusion with another service's screen: You are mistaking the login screen (or 2FA screen) of another service, such as Shopify, for KOMOJU's.
• Shared account: Multiple people share one login email address, and another person in your company enabled 2FA in the KOMOJU Dashboard.

Check that the URL in your browser starts with "komoju.com". Also, ask the colleagues who share the account whether they changed the settings.

I can't use my authenticator app because I changed or lost my smartphone

If you can't access your authenticator app, select "Use a recovery code" on the 2FA screen and enter your 14-digit recovery code. You can also log in to the Dashboard with a recovery code.

If you don't have your recovery code, please contact us via the [For Merchants Only] Having Trouble Logging In? form.

Next Steps

1. Open https://app.komoju.com/sign_in directly, enter your email address and password, and log in
2. If you don't know your password, click "Send password reset link" on the "Forgot your password?" page
3. If you're asked for 2FA, open your authenticator app and enter the 6-digit code for KOMOJU (if you can't access the app, select "Use a recovery code" and enter your 14-digit recovery code)
4. If you still can't log in, contact us via the [For Merchants Only] Having Trouble Logging In? form
5. Once you're logged in, bookmark https://app.komoju.com/sign_in again

Related Articles

• About Two-Factor Authentication (2FA)
• [KOMOJU Merchant App] Security & Account