---
title: "I have login issues, what can I do ?"
url: "https://kb.chargeplanner.ai/en/article/i-have-login-issues-what-can-i-do-"
language: "en"
last_updated: "2025-04-24T11:05:52.950Z"
---

# I have login issues, what can I do ?

#### 1\. To dubbelcheck first:

-   Are your login credentials correct ? 
    -   **First time users** will have to install a password first:
        -   Access your platform by clicking the URL within the 'Welcome to RetailSonar mail'.
        -   Click forgot your password to register your password. 
        -   You will now receive a confirmation mail with the link to the URL of the platform. It might happen that those emails appear in the spamfolder, be sure to check!
        -   Enter your registered password
-   Are you using the correct, most recent application URL? 
-   In case you are accessing the platform from a bookmarked URL: have you bookmarked [https://xxxxxx.platform.retailsonar.com/](https://xxxxxx.platform.retailsonar.com/) ? If you've bookmarked [https://xxxxxx.platform.retailsonar.com/exploration#/](https://xxxxxx.platform.retailsonar.com/exploration#/) it might give issues.
-   Have you tried different browsers? It's **recommended to work with Chrome.** Internet Explorer usually gives errors.
-   Have you tried **resetting your password**?  (Check your spam folder in case you don't receive the email)

#### 2\. If you still have issues, contact support@retailsonar.com

-   Mention the URL
-   Mention your internet browser + operating system
    -   e.g. Google Chrome in Windows 10
-   Mention the user email
-   Date/time of last successful log-in (if relevant)
-   Date/time of password reset attempt (if relevant)
-   In case you had an error: add a screenshot of the issue / error