Troubleshooting Login Issues for Reseller Partner Portal Access

Reseller partners and their sub-users sometimes encounter login problems when accessing the Visual Visitor Partner Portal or white-labeled dashboard. These issues are often caused by credential mismatches, account setup steps not being completed, or confusion between different login entry points.

Login Entry Points

There are two different dashboards you may be logging into:

1. Partner Portal — used by reseller admins to manage client accounts.

2. Client Dashboard (app.visualvisitor.com or your white-labeled URL) — used by end clients.

Ensure you and your users are using the correct URL for their role.

Common Issues and Solutions

User receives an "invalid user" or cannot log in after being added:

1. Confirm the user was added through the correct platform.
   
2. For non-Vendasta resellers, users are added via Configuration > Users > Add a New User within the reseller portal.

For Vendasta partners, new users must be created within the Vendasta platform (not directly in the Visual Visitor dashboard).

Include the user's First Name, Last Name, and Email Address when creating them in Vendasta. Once created there, they will gain access to the Visual Visitor dashboard through the Vendasta Business App.

User added to partner center but still cannot access the dashboard:

1. Verify the account the user is being added to actually exists in the Visual Visitor system.
   

If the company name does not appear in the platform, it may not yet be provisioned.

1. Check whether the user is trying to log in from the Partner Portal or a specific client account URL.
   

Password or credential errors:

1. The user should use the "Forgot Password" link on the login screen to reset their credentials.
2. If the password reset email does not arrive, check spam/junk folders.
   

Password reset links expire after 10 minutes.

Steps to Add a New User (Non-Vendasta)

1. Log in to your reseller portal.

2. Navigate to Configuration > Users.

3. Click Add a New User.

4. Enter the user's name, email address, and set their role/permissions.

5. The user will receive a setup email with instructions to create their password.

Still Stuck? Contact support@visualvisitor.com with the account name, the affected user's email address, and a description of the error. Screenshots are helpful.

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