How to troubleshoot login issues for TikTok Shop

If you are experiencing difficulties logging into your TikTok Shop account, use the following information to guide you through common issues and solutions to resolve them.

Before you begin

Ensure you have access to your phone number or email address associated with your TikTok Shop.

How to troubleshoot login issues for TikTok Shop

To resolve your TikTok Shop login issues, follow the steps for the specific scenario you're experiencing.

1) Network error

If you see this error when logging in or during two-step verification:

1. Check your internet connection, refresh the login page and try again.
2. Turn off any ad blockers in your browser.
3. If the issue persists, please try logging in from a different browser or restarting your device.

2) Forgot password

You can reset your password:

1. Select your preferred login method (email or phone).
2. Click "Forgot Password?" at the bottom of the login screen
3. Click Send code.
4. Enter the verification code sent to your email or phone.
5. Enter your new password and continue.

If your primary login method is an email address, you can add a phone number as a backup (or vice versa). Once logged in, go to the Profile icon (top right) > Settings > My Profile > Account Information > Login Information, and select Add.

3) Lost access to your email OR phone number?

If you can no longer access the email address linked to your account, follow these steps to update it:

1. Log in using the phone number linked to your TikTok Shop account.
2. Go to Profile icon (top right) > Settings > My Profile > Account Information > Login Information.
3. Click Change next to your email address.
4. Complete the verification steps as prompted to update your email.

If you have lost access to your phone number instead, you can follow these exact same steps to update it using your email address.
*Please note that you can only log in using the email or phone number found in your Account Information. Your Seller Information is used for contact purposes only.

4) Lost access to your email AND phone number?

If you no longer have access to your email address and phone number, you will need to contact customer service. Please prepare the following information:

1. SID/Shop Code
2. Please take a selfie and hold one proof of identification when you onboard with us:
   • U.S. Driver License front + back)
   • U.S. Passport (showing the ID page + signature page)
   • U.S. State ID (front + back)
3. Original Phone Number or Email

5) Not receiving the verification code

If you aren't receiving your login or two-step verification code:

1. Check your spam or junk folder in email.
2. Make sure your phone number or email on file is correct.
3. Resend the code and wait a few minutes.
4. Restart your device and check network settings.

6) Unable to receive verification code due to "Maximum attempts reached"

If you requested too many codes in a short time:

1. Wait at least one hour before requesting another code.
2. Try logging in again after the temporary block is lifted.
3. If the error continues after 24 hours, contact customer service.

When to escalate

If you've tried the steps above and still can't login, you may need further support, please contact customer service.