Webshop Issues FAQ
Please find here answers to most common questions/issues you might have with issues that may arise on the shop
The customer cannot login
"Your login attempt was unsuccessful, please try again"
Login issues are mostly linked to wrong password or incorrect user setup. Because the shop and the ERP are different services, they both need to be configured properly. Please note since most users are automatically created by customers themselves a recurring error might indicate a misconfiguration in the Customer Template.
Please try the below solutions ! They're quick and easy to perform, and will solve 95% of the issues. If it still fails, contact us via Teams or send a ticket to helpdesk.
Solution #1 : Check the customer password
The very first reason for login issue is a wrong password. Please check with customer first : they are able to self reset their password from the login page. If they can't, or if it fails, you can still reset the password in SANA Admin (Customers > Shop Accounts > Select account > Edit > Password + type password again > Save)
Solution #2 : Check the customer setup in SANA Admin
Check if your customer is correctly setup in SANA. It should be enabled, linked to a customer NAV account, and allowed to order products, see prices and see stock.
Solution #3 : Check the customer setup in Dynamics NAV
The Customer must be properly configured in NAV, and should not be blocked in any way. Status should be open.
It should be linked to a Customer Price Group and have the Currency Code correctly set, which means:
EMPTY when currency is EUR
Currency Code for any other currency
Solution #4 : Call IT
If all above solutions fail to fix the login issue, please contact the IT team either via Teams or by opening a helpdesk ticket.