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I'm having trouble accessing my WISK account
I'm having trouble accessing my WISK account

Troubleshooting tips for if you're having issues logging in to WISK

Nick Neale avatar
Written by Nick Neale
Updated over a week ago

If you’re having trouble accessing your WISK account, it may be one of the following reasons:

Incorrect Login Credentials

If you receive an error message when trying to log in, try again and make sure that you have entered the correct email address and password.

Email Address Error

If the email address was entered incorrectly, you’ll see the following error message:

The error message that displays if an email address is entered incorrectly.

Password Error

If the password was entered incorrectly, you’ll see the following error message:

The error message that displays if the password is wrong.

Reset Password

If you still can’t log in, try resetting your password. Learn more here:

Unsupported Web Browser

The WISK Web Portal is optimized to run in Google. If you’re using an unsupported browser (Internet Explorer, Firefox, etc) you may run into issues with the platform.

We recommend using Chrome for the best user experience.

Stuck Loading Screen

If you normally leave the WISK Web Portal open in a tab in your web browser, and your computer goes to sleep / enters a power saving mode, you might encounter a “stuck” loading screen when you reopen the browser tab. It looks like this:

The "stuck" loading screen.

To fix this issue, follow these steps:

  1. If using an unsupported browser, try accessing with Google Chrome

  2. If you still have the issue, you can perform a hard refresh of Chrome by using the keyboard shortcut Cmd+Shift+R on a Mac, and Ctrl+F5 on a PC.

  3. If the load screen is still stuck, try clicking the “Logout” button, or typing in the address bar

No Disk Space Available

When you access the WISK Web Portal, your venue data is saved locally in your browser. This is to speed up loading times, especially for larger venues.

If your computer has no disk space available, you will run into issues downloading the latest data in your account.

Freeing up space on your computer's hard drive should resolve the issue.

Account Removed from Venue

If an Admin of a venue removes your user account from it, you’ll no longer have access. If your user account belongs to more than one venue, you won’t be able to switch to the venue you were removed from.

Note: If you were removed from a venue in error, please contact the Admin user of the venue to have them re-add you. For security purposes, WISK Support won’t re-add users without the consent of a venue Admin.

If your user account doesn’t belong to any venues, you’ll see the following message after logging in:

The message the displays if the user account belongs to no venues.

Venue Subscription Status

No Active Subscription

If you log in to your account and don’t have an active subscription, you’ll see a link to speak to a member of our team to subscribe to a new plan.

Unpaid Invoices

If your credit card is charged unsuccessfully, you’ll lose access to your account until the card details are updated, or a new card is added to your account. You can learn more about updating credit card details here:

Network Connection Issue

If you see the following error message when trying to log in to the WISK Web Portal or mobile app, check that you are connected to Wi-Fi or a mobile network and try logging in again:

The error message that displays when your web browser can't connect to the WISK Server.
The error message that displays when your mobile device can't connect to the WISK Server.

If using a mobile device, you may be in an area with poor reception. Move to a different area of your venue and attempt to log in again. You can also try using a web browser or accessing the App Store to test whether it's an issue with the WISK server, or your device's network connection.

If you still can't log in, please see the section below.

Scheduled Maintenance / Service Outage

If WISK is down for a scheduled maintenance window, this will be communicated in advance with ample notice.

If you have made repeated unsuccessful attempts to access the WISK Web Portal or mobile app, please contact WISK Support. You can either reach out in the chat, or email [email protected].

In the case of an unexpected outage, we’ll keep you updated with expected timelines, and let you know when everything is back online.

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