Skip to main content

How to Fix Access Issues with Your Sales Rep Account

How to Resolve Sales Rep Account Issues and Unlock Brand Insights

Updated over 3 weeks ago

If you’re having trouble logging into your Sales Rep account on the web or mobile app, follow the steps below based on your situation.


You already have both a Web and a Mobile account

Issue: I don’t see my brand or data in the app.

Fix:

  • Log out and then log back in to refresh your account.

  • If that doesn’t work, double-check that you’re using the same email address for both the Brand Portal (web) and the Sales Rep app.

  • Still having trouble? Reach out to Support for assistance via the Chat Icon or at support@endvr.io


You only have a Mobile account (no Web account yet)

Issue: I don’t see any data in my Sales Rep app.
Fix:

  • Look for the Brand Portal invitation email that was sent to you.

  • Click Accept Invitation – this will automatically create your web account and sync your data.

  • Log out and back into the app to complete the sync.

Didn’t receive an invitation?

  • You can request access to your brand directly from the app.

  • Follow this guide: Brand Management and Request

  • Please note: Brands are responsible for approving requests. Once your request is submitted, you may contact your brand directly to speed up approval.


You only have a Web account (no Mobile account yet)

Fix:

  • Download and open the Sales Rep app.

  • Create a new account using the same email as your web account.

  • Select “Sales Rep” as your role.

  • The system will recognize your web account and connect it with the app.

Issue: If you run into an error (like a “Houston, we have a problem” message), please reach out to Support for help.


You have a Web account, but your Mobile account is under a different email

Issue: Your accounts aren’t syncing because the emails don’t match.
Fix:

  • Contact Support and provide:

    • The email you’re currently using on the app.

    • The email you’re using in the Brand Portal.

  • We’ll update your mobile account email to match the Brand Portal.

  • Once updated, simply log out of the app and log back in.

  • The system will then link your web and mobile accounts automatically and sync your data.


Tip: If you run into issues with the app, our Support team is your best resource. Don’t hesitate to reach out!

Did this answer your question?