I cannot access my account
If you cannot log in to your email marketing platform, you will not be able to manage your subscribers or send your newsletters and email marketing campaigns. In this article, we explain what to do in each case.
INDEX
- I cannot access my account
- How to log in to your account
- If you cannot remember your password:
- If you do not know your account address:
- If you have lost the device used for 2FA:
- If you don’t receive the verification code
- If your account was closed due to inactivity:
- If your user is blocked
- If your account is paused or blocked
- When you log in again
- Frequently asked questions
- Related articles
How to log in to your account
To log in to your account, go to your account address, enter your Email and Password and click Log in. On that same screen you will find the Remember me checkbox and you can choose the language: Català, English, Español, Euskera, Français, Galego, Italiano or Português (Brasil).
If several people work in your account, each one logs in with their own user, that is, with their own email and password.
If you cannot remember your password:
Access your account at yourdomain.ipzmarketing.com, click on "Forgot your password?", and enter the email address associated with the account. You will receive instructions on how to reset your password. When creating a new one, please include a combination of numbers, letters (both uppercase and lowercase), and special characters (such as an asterisk, period, exclamation mark, etc.). Once updated, you will be able to log in again using your new password.
On the Forgot your password? screen, enter your email in the Email field and click Send me reset password instructions. If you still have problems, on that same screen you will find the contact us link, which takes you to the Mailrelay contact page.
If the email belongs to a user of the account, you will see a message confirming that you will receive an email with instructions to reset your password in a few minutes. If it does not belong to any user, you will see a notice saying that it has not been found. In that case, check that you have typed the email correctly.
If you do not know your account address:
You can submit a support ticket via our website (in What is your question about?, select the Other questions department).
In all cases, the address consists of the domain name you used during registration (excluding extensions like .es or .com), followed by "ipzmarketing.com". For example, if you registered with mycompany.com, your account address will be mycompany.ipzmarketing.com.
If you have lost the device used for 2FA:
If you no longer have access to the device you use for two-factor authentication, follow the steps described in this article to regain access to your account.
If you don’t receive the verification code
When you log in from a device or connection we don’t recognize, we will ask for a verification code after you enter your password. This code is sent via email from noreply@mailrelay.com. If it doesn’t arrive within a few minutes, please check your spam or junk mail folder and add noreply@mailrelay.com to your contacts. If you use a corporate email provider or an email filter, please check to ensure it isn’t being blocked. If it still hasn’t arrived, please contact us, and we will check whether it was successfully delivered to your email server.
If your account was closed due to inactivity:
Please submit a support ticket via our website (in What is your question about?, select the Other questions department). A fee of €100 will be charged to recover the account.
If your user is blocked
If you try to log in with a blocked user, you will see a message on the login screen saying that your account has been blocked.
In Settings >> Users, you can block or unblock each user's access to the account. If your user is blocked, ask the person who manages the users of your account to unblock it. More information in the Users article.
If your account is paused or blocked
If you can log in but see a message saying that your account is paused or blocked, see the article Accounts paused or blocked, reasons and solutions, which explains the reasons and how to solve each case.
When you log in again
Once you are in, you can change your password whenever you want from Settings >> User settings. We explain how in How to change your login credentials.
To better protect access to your account, you can also enable two-factor authentication (2FA).
Frequently asked questions
What is my Mailrelay account address?
It is the domain name you used during registration (excluding extensions like .es or .com), followed by "ipzmarketing.com". For example: mycompany.ipzmarketing.com. From that address you log in to your email marketing platform to manage your subscribers, your newsletters and your email marketing campaigns.
What should I do if I forgot my password?
On the login screen, click Forgot your password?, enter your email and click Send me reset password instructions. You will receive an email with instructions to create a new one.
Which option should I choose in the contact form if I cannot log in to my account?
If you do not know your account address or your account was closed due to inactivity, in What is your question about? select Other questions.
Can an account closed due to inactivity be recovered?
Yes. Submit a support ticket via our website. A fee of €100 will be charged to recover the account.
What should I do if my user is blocked?
Ask the person who manages the users of your account to unblock it in Settings >> Users. If several people work in your account, for example to prepare your company's mass email sending, each one has their own user.