Can't access something? Account, contact and permission problems

Most access problems fall into a few groups, and each has a straightforward fix. Start with the one that matches what you're seeing.

You can't sign in to the client portal

1. Make sure you're at https://my.oogle.net/client/login/, not your website's WordPress login.
2. In Username, enter the email address your account was set up with.
3. If the password isn't accepted, select Reset My Password and follow the email link.
4. If you're not sure which email address you used, select Forgot My Username, enter an address in Email Address, and select Recover Username. Only the right address gets an email.
5. If the Cloudflare security check doesn't pass, turn off a VPN or strict privacy extension, or try another browser.

More detail: Reset a forgotten password or username.

You've lost your two-factor phone or app

If signing in asks for a One Time Password and you no longer have the app that makes it, you can't get past that screen yourself. Call us on 833-336-6453 or email [email protected]. We'll verify it's you before turning two-factor authentication off, then you can set it up again on your new phone.

If your codes are only being rejected, check your phone's clock is set automatically and try the newest code.

Someone else needs access to your account

Don't share your password. Choose the right kind of access instead:

• Managers: invite someone to manage your account with their own login. You choose what they can see and do.
• Contacts: add people to your account, such as a bookkeeper who should know about invoices.

Both are in the Account section of the menu. See Add contacts and invite someone to manage your account.

If someone who shouldn't have access still does, for example a former employee, open a Billing & Account ticket naming the person.

You can't see something you expected

• A service is missing. Check the Pending, Suspended and Canceled tabs under Services, not only Active. See Your services and what each status means.
• An invoice or ticket is missing. It may be on another login, such as a colleague's or an older account. Ask us in a Billing & Account ticket.
• There are no domain, DNS or hosting screens. That's expected. The portal doesn't have them today.

You need access to hosting, DNS or your domain

• Hosting: clients don't log in to the hosting control panel today. Our team makes hosting changes on request. Open a Website Support ticket. See How hosting changes work at Oogle today.
• DNS: if your DNS is with Oogle, we make changes on request. See How to ask us to change a DNS record.
• Your domain: your domain stays at your own registrar, under your own account there. Oogle doesn't register domains for clients. If you've lost access to the registrar account, contact the registrar.

You can't get into WordPress

Your website's WordPress administration has its own address and login, separate from the portal. See Open your WordPress administration. If you're locked out, open a Website Support ticket.

We need access to something of yours

If a job needs access to a service you own, such as a plugin account or another provider, we'll tell you what's needed and arrange a safe way. Never send a password, API key, or payment details in a ticket.

You'll know it worked when

You can sign in with your own email address and password (and your one-time code, if two-factor authentication is on), and the people who help you each have their own login.

If none of this fits

Open a ticket if you can sign in, or call or email us if you can't. Tell us what you're trying to reach, what you see instead, and the exact wording of any error.

Next steps

• Keep your Oogle account secure
• What to include in a ticket, and what never to send