I Can't Log In to My Account

Category: Troubleshooting Reading time: 3 min

If you're having trouble logging in — whether you're an owner or a specialist — work through these checks before submitting a ticket. Most login issues have a simple fix.

Are You Using the Right Login Page?

Groomera has two separate login pages depending on your role. Using the wrong one is the most frequent cause of login failures.

If you're a specialist trying to log in through the owner page (or vice versa), authentication will fail even if your email and password are correct.

Fix: Confirm your role and use the correct login URL. Specialists should bookmark groomera.com/auth/login?role=specialist.

Check 1 — Incorrect Email or Password

Double-check that:

• You're using the email address the account was created with (or the invite was sent to)
• Caps Lock is not on
• You're not accidentally entering a space before or after the email

Fix: Try copying and pasting your email address rather than typing it.

Check 2 — OTP Verification Email Not Arriving

Groomera uses one-time passcode (OTP) verification as part of the login flow. If you're not receiving the OTP email:

1. Check your spam or junk folder — OTP emails sometimes get filtered
2. Search for emails from "Groomera" in all folders
3. Make sure you're checking the inbox for the email address you entered on the login page
4. Wait up to 2 minutes — OTP emails are usually instant but can occasionally be delayed by your email provider

If the OTP email still doesn't arrive:

• Click Resend Code on the verification screen
• If resending doesn't work, try logging out completely, clearing your browser cache, and starting the login flow fresh

Check 3 — OTP Code Has Expired

OTP codes expire after a short window (typically 5–10 minutes). If you waited too long before entering the code, it will be rejected.

Fix: Click Resend Code on the verification screen to generate a fresh OTP, then enter it immediately.

Check 4 — Reset Your Password

If you've forgotten your password or are locked out:

1. Go to your login page (owner or specialist, as appropriate)
2. Click Forgot Password
3. Enter your registered email address
4. Check your inbox for the password reset email (check spam if it doesn't arrive)
5. Click the reset link and create a new password
6. Log in with your new credentials

Password reset links expire after 24 hours. If yours has expired, start the reset process again.

Check 5 — Session Has Expired

Groomera sessions last 30 days. If you haven't logged in for more than 30 days, your session has expired and you'll need to log in again.

Fix: Simply log in again with your email and password. There's no special step required — session expiry is normal behavior.

Check 6 — Account Hasn't Been Activated Yet (Specialists)

Specialists receive an invite email with a link to set up their account. Until they click that link and create a password, the account isn't active and they can't log in.

Fix (for specialists):

1. Find the original invite email from Groomera
2. Click the activation link in that email
3. Set your password
4. Log in at groomera.com/auth/login?role=specialist

If the invite link has expired (48-hour window): Ask your shop owner to go to Specialists → [Your Name] → Resend Invite. A fresh invite link will arrive by email.

Check 7 — Account Deactivated

If a specialist's account was deactivated by the shop owner, login will fail. Owners can't be deactivated from within the platform (subscription cancellation ends access, not deactivation).

For specialists: Contact your shop owner to confirm your account status.

For owners: Check Settings → Billing to confirm your subscription is active. A lapsed subscription suspends owner access.

Check 8 — Browser Compatibility Issue

Groomera works best in modern browsers. Very old browser versions can cause login page issues.

Recommended browsers:

• Google Chrome (latest version)
• Safari (latest version)
• Firefox (latest version)
• Microsoft Edge (latest version)

Fix: Update your browser or try a different one. If login works in a different browser, the issue is with your original browser's settings or version.

Still Not Resolved?

Submit a ticket from the Submit Error Ticket section of the Help Center (accessible without being logged in). Include:

• Your email address
• Your role (owner or specialist)
• The login URL you're using
• What error message or behavior you see (screenshot helpful)
• Whether the OTP email is arriving or not

Related articles:

• How to Invite Your First Specialist →
• A Specialist Can't Access Their Portal →
• Setting Up Your Subscription and Billing →