Can't log in? No sweat, Here are some common confusions that happen with logins: 

For the membership login to work, the user must have cookies enabled in their browser settings. You can also try in a different browser to see if the same happens.

If you have tried this in a browser with all cookies enabled and it did not work, please get back to us at your earliest convenience with the following in your response:

• Browser version being used
• Device operating system being used
• A screen recording of what happens when you try to log in as this member

We may be able to assist further from there!

You can use a free tool like Loom to record your screen. It will provide a direct link to your video that you can copy and paste in your ticket response so our team can take a look.  

Please let us know if you have any other questions. 

• If you are using the login screen, you will need to enter your email address or username (aka your “domain nickname”). If your email address isn’t working, try your username instead.
• If you are copying and pasting your password from somewhere else, make sure you haven’t copied any extra spaces at the beginning or the end of the string of text. 
• If you are typing your password, make sure all the characters are accurate, it is very common to mistake a lowercase L with an uppercase i, or a zero for the letter O.
• If you did not select a username (domain nickname) after checkout or were not able to complete your account setup, please submit a helpdesk ticket and select “Billing” as the department. 

Have you received this error message: "This Kartra account is not active" ?

• There are a few select reasons this may be displayed and requires a helpdesk ticket. Please submit a helpdesk ticket and select “Billing” as the department. 

If you are having difficulty logging in or you cannot remember your password, you can reset it. 

• Go to the login screen found here [app.kartra.com/login].
• Click the "Forgot password" link at the bottom. 
• You will see a pop-up asking you to enter your username (not your email), then click Reset password, and you will get a password reset email.

Please Note:  The email should be in your inbox within a few minutes. If you do not see it, please check your spam and/or promotion folders. Make sure to mark notifications@kartra.com as safe to help ensure you receive all account-related notifications and emails. 

Once you click the reset password link in your received email, you will be given a temporary password. Please do the following:

1. Copy the password (you will need this later!) and click the “Proceed to Login” button. 
2. Log into your account using the temporary password
   
   To change the temporary password:
    
3. Navigate to “My Profile”
4. Click on pencil edit button next to the password 
5. Enter current temporary password, your new password, and security answer
6. Click “Change”

If you have any difficulty after that, please do not attempt to log in multiple times. Please submit a helpdesk ticket using your account email, with the following information, so that we can further assist you:

1. Your Account Email/Username
2. The device(s), browser(s), and operating system(s) you are trying this in.
3. A video of what you are seeing/doing when you try to log in. For screenshares, we recommend tools such as Techsmith Capture or Loom, which allow you to copy and paste the URL into your message so you can send as many as you need and there is no chance of difficulty losing an attachment.

Want to change your email? No problem! You can easily update the email address that is associated with your Kartra account by doing the following:

• Log in to your Kartra Account
• Click on your avatar image in the top-right corner of your account, then click on "Profile"
• Edit the EMAIL field, and click on Save in the top-right corner 
• You will be prompted to enter the answer to your security question

For a full list of options

https://study.richdad.com/WHITELIST-EMAIL

If you are having difficulty logging in or you cannot remember your password, you can reset it. 

• Go to the login screen found here [app.kartra.com/login].
• Click the "Forgot password" link at the bottom. 
• You will see a pop-up asking you to enter your username (not your email), then click Reset password, and you will get a password reset email.

Please Note: The email should be in your inbox within a few minutes. If you do not see it, please check your spam and/or promotion folders. Make sure to mark notifications@kartra.com as safe to help ensure you receive all account-related notifications and emails. 

Once you click the reset password link in your received email, you will be given a temporary password. Please do the following:

1. Copy the password (you will need this later!) and click the “Proceed to Login” button. 
2. Log in to your account using the temporary password.

​To change the temporary password:

1. Navigate to “My Profile”
2. Click on the pencil edit button next to the password 
3. Enter the current temporary password, your new password, and security answer
4. Click “Change”

If you have any difficulty after that, please do not attempt to log in multiple times. Please submit a helpdesk ticket using your account email, with the following information, so that we can further assist you:

1. Your Account Email/Username
2. The device(s), browser(s), and operating system(s) you are trying this in.
3. A video of what you are seeing/doing when you try to log in. For screen-shares, we recommend tools such as Techsmith Capture or Loom, which allow you to copy and paste the URL into your message so you can send as many as you need and there is no chance of difficulty losing an attachment.

We are super sad to see you go! We hope this is more of a “see you later” moment rather than a “bye forever” one!

For quick and easy service, we recommend using the Cancel option in your account’s Billing area. However, our team is happy to assist you if you prefer to request cancellation in a ticket instead.

A request for us to cancel your subscription on your behalf for any Genesis Digital application must be submitted to the support team at least 10 days prior to the next invoice date.

To use the self-cancel options instead:

1. Visit your Billing profile and find your active plan 
2. Click Cancel

Please note the following:  

1. If you cancel, you will lose access to any assets in your account immediately upon cancellation.
2. If you'd like to make the most of the remaining time you've already paid for, it'd be best to wait until you get closer to your renewal date before going through the steps above.
3. If you choose to wait, please cancel at least 2 days prior to your next billing date to make sure you won't be billed. You can see the date of your next rebill on your Billing profile just underneath where it says "Next bill".
4. If your account has incurred any billable overages at the time of cancellation, you will receive a final charge and invoice for your usage.

Still have questions?
View the Self-Cancel instructions in the Kartra Wiki: https://app.kartra.com/wiki/276
View the Kartra Billing Terms: https://home.kartra.com/billing

Hope to see you back soon! 

Updating your Credit Card is super simple, and a self-serve option!

To change your Credit Card within your  Billing Profile:

1. Click your Avatar icon in the upper right corner of your Kartra Account
2. Click "Billing" in the drop-down
3. Your "Billing Profile" will be opened
4. Click your "Payment Details" tab (Marked #1)
5. You can view your last four digits of your credit card (Marked #2) that is on file with our payment processor, along with the address used. You can change your credit card or billing information. Just be sure to enter all the information correctly
6. Click "Save Changes" (Marked #3)