How to Change or Retrieve Your Password

This guide is designed to help you change or retrieve all passwords associated with your Volusion store.

Contents

Your Customer (MyVolusion) Account Password

MyVolusion is where you manage your business relationship with us. It has a distinctive left navigation menu:

All Volusion merchants use the same login URL to access their accounts:

my.volusion.com

Each account has a unique email address and a unique ID number. When you purchase a monthly hosting plan from our website, you must do so through an individual MyVolusion account. For all purchases, you can either use an existing account, or create a new one.

Only the account that purchased the monthly hosting plan is considered the rightful owner of the store associated with that plan. To determine if your account is the owner of a particular store, log in to MyVolusion, go to my Account > Manage users, and select the store name from the drop-down menu at the top. If you don't see the store in the list, you're not logged in as its owner. If you select the store and see this message, you're not logged in as its owner:

Only the owner can establish additional limited-rights user accounts for the store's MyVolusion properties.

Customer accounts of all types can edit their own passwords, email addresses, and secret questions by logging in and going to my Account > Account Info:

 

If you forgot your password, click Forgot your password? on the login page below the Password field. On the following page, type your email address in the Email field and click Submit. You will then have to complete CAPTCHA authentication. Once you do so, you will receive an email from sales@volusion.com with instructions on resetting your password. Click the special link in the email, type your new password in both fields, and click Reset Password.

If you lose access to your email address or forget the email address associated with your account, contact our Support team for assistance. If you answer the account identity verification questions correctly, we can help you identify the correct address, or change it if necessary.

If you're unable to complete identity verification, write to legal [at] volusion.com for further assistance.

Your Store Admin Area Password

Your store Admin Area is where you manage your inventory, orders, and store settings. It has a distinctive top navigation menu.

All Volusion merchants use a unique URL to access their Admin Areas:

http://[your store URL]/admin/

Note that the URL is dependent on whether or not your store is live. Use your domain name if your store is live, or your temporary hostname if it isn't. We include both addresses in your welcome email, which we send when we initially process your monthly hosting plan order and set up your store.

Each store also has a single default Super Admin account. The default email address is the same as the email address of the customer account that purchased the hosting plan (see the above section for further details), but the password is different. When you log in as the Super Admin, you can create other administrative accounts with limited or full privileges at Customers > Administrators > Add.

All administrators with sufficient access can edit their own and other administrator account email addresses and passwords at Customers > Administrators by clicking the appropriate account ID number:

Accounts without sufficient access must contact a store Super Admin for assistance.

Note that changes you make to your administrative account email address and password have no bearing on your customer account, even when both accounts initially share the same email address.

If you forgot your password, click Forgot your password? on the login page below the Password field. On the following page, type your email address in the Email field and click Submit. You will then have to complete CAPTCHA authentication. Once you do so, you will receive an email from the master address listed at Settings > Company with instructions on resetting your password. Click the special link in the email, type your new password in both fields, and click Reset Password.

If you lose access to your Super Admin email address, or forget the email address associated with your Super Admin account, contact our Support team for assistance. If you answer the account identity verification questions correctly, we can help you identify the correct address, or send a password reset email to the email address of the customer account that owns the store hosting plan. Note the following:

  • Your customer account email address may not be the same as your Super Admin email address.
  • Both your customer account email address and your Super Admin email address may be different than the email address of the owning customer account.
  • You may not have a customer account at all.

See the previous section for further details.

Your Email Account Password

You can edit the passwords for your email accounts in the same location that you set them up. Log in to your customer account (see above) and go to my Stores > Manage Email. There, click the pencil icon next to the email account of your choice, use the Password and Confirm Password fields to set your preferred value, and press Save.

In order for a password to be accepted, it must contain a minimum of 8 characters, and must include at least 3 of the following 4 character types:

  • English uppercase letters
  • English lowercase letters
  • Numerals (0-9)
  • Non-alphabetic characters (such as !, #, $, %)

Note: Avoid using characters from your account name, full name, initials, or display name.

If the store in question is not listed in the drop-down menu at the top, you aren't logged in to a customer account authorized to edit the store's email accounts. If the store is listed, but you receive a message stating that you are not authorized after you select it, the customer account that owns the hosting plan has not given you permission to edit the store's email accounts. You will have to contact the owner for further assistance.

Your FTP Account Password

You can edit the passwords for your FTP accounts in the same location that you set them up. Log in to your customer account (see above) and go to my Stores > Manage FTP. There, click Edit below the account details, edit the password field as you like, and click Save.

If the store in question is not listed in the drop-down menu at the top, you aren't logged in to a customer account authorized to edit the store's FTP accounts. If the store is listed, but you receive a message stating that you are not authorized after you select it, the customer account that owns the hosting plan has not given you permission to edit the store's FTP accounts. You will have to contact the owner for further assistance.