Having difficulty signing in to your Rootsy seller account, changing your store information, accessing account settings, or completing a security verification?
This guide explains common seller account problems, practical troubleshooting steps, and when to contact Rootsy Customer Support.
Rootsy sellers can manage their store and business information through the Seller Dashboard. Certain security, payment, and verification changes may also require additional checks.
1. I Can't Sign In to My Seller Account
If you're unable to sign in:
Visit www.rootsy.ca.
Open the seller login page.
Confirm that you're entering the email address registered to your seller account.
Check your password for typing errors.
Confirm that Caps Lock is not affecting your password.
Complete any required two-factor authentication.
Review error messages displayed on the page.
If you're still unable to sign in, use the available password-recovery process or contact Rootsy Customer Support.
Important: Do not create another seller account simply because you cannot access your existing one.
2. I Forgot My Seller Password
If you've forgotten your password:
Open the Rootsy seller login page.
Select the available Forgot Password or password-recovery option.
Enter your registered account email address.
Follow the recovery instructions.
Create a new password when prompted.
Return to Rootsy and sign in.
If you don't receive a recovery email, check your spam or junk folder.
If the problem continues, contact Rootsy Support.
Never share your password or password-reset link with another person.
3. I'm Not Receiving a Password-Reset Email
If the expected recovery email hasn't arrived:
Confirm that you entered the correct registered email address.
Check your spam, junk, and other filtered email folders.
Search your inbox for Rootsy-related account messages.
Check whether your email service is blocking incoming messages.
Use the available recovery process again if appropriate.
Contact Rootsy Support if the issue remains unresolved.
Do not repeatedly submit recovery requests in rapid succession.
For security reasons, Rootsy may need to verify account ownership before assisting with access recovery.
4. My Two-Factor Authentication Code Isn't Working
Rootsy supports authenticator-app-based two-factor authentication for seller accounts.
If your code is rejected:
Open the authenticator app associated with your Rootsy account.
Confirm you're using the correct account entry.
Enter the current verification code.
Check that your device's date and time are correct.
Try the next valid code if the previous one expired.
Review any displayed error message.
If verification continues to fail, contact Rootsy Support.
Never share your authenticator codes or recovery secrets with anyone.
5. I Lost Access to My Authenticator App
You may lose access after replacing your phone, losing your device, or removing the authenticator app.
If this happens:
Review any recovery method previously provided by Rootsy.
Check whether you have an authorized backup or recovery option.
Contact Rootsy Customer Support if you cannot complete verification.
Follow the account ownership or identity verification instructions.
Rootsy may require additional checks before helping restore access.
Support cannot safely bypass authentication based solely on an unverified request.
6. I Skipped Two-Factor Authentication During Registration
Rootsy's seller onboarding allows sellers to select Skip & Finish during the initial 2FA setup.
Although you can complete onboarding without activating 2FA at that stage, Rootsy recommends enabling it for additional account protection.
If you skipped setup:
Sign in to your Seller Dashboard.
Review the available account-security settings.
Follow any available 2FA setup instructions.
Contact Rootsy Support if the setup option isn't accessible.
The availability of post-registration setup controls depends on the current account interface.
7. My Seller Dashboard Isn't Loading
If your dashboard does not load correctly:
Check your internet connection.
Refresh the browser page.
Confirm that you're signed in to the correct account.
Try opening Rootsy in an updated browser.
Check whether other Rootsy pages load normally.
Review any error message.
Contact Rootsy Support if the problem continues.
Avoid repeatedly submitting account changes while a page is unresponsive, as the original request may already have been received.
8. I Can't Update My Store Name or Description
Sellers can update their store information through their dashboard.
If a change isn't saving:
Open Seller Dashboard → Settings.
Locate the store information section.
Review the field you're trying to update.
Check for missing required information or validation errors.
Enter the corrected details.
Save the changes.
Reopen the section to verify the update.
If your store information still doesn't update, contact Rootsy Support.
Use accurate store names and descriptions that comply with Rootsy's marketplace policies.
9. I Can't Find the Store Logo Upload Option
Rootsy does not currently offer seller store-logo functionality.
There is no supported feature for sellers to upload, replace, or manage a custom store logo.
You can manage your store identity through your store name, description, product listings, and other available settings.
The absence of a seller-logo upload option is not a technical error.
10. My Business Information Isn't Updating
Rootsy allows sellers to edit their business information through the Seller Dashboard.
If you experience a problem:
Open Settings.
Locate the relevant business information.
Review the existing details.
Enter accurate updated information.
Check for validation messages.
Save the changes.
Review any additional verification requirements.
Changes involving legal business identity, business structure, or payment-provider information may require additional verification.
If the information saves but remains inconsistent with your payment account, contact Rootsy Support.
11. My Business Address or Contact Information Is Incorrect
If your address or contact information needs correction:
Sign in to your Seller Dashboard.
Open Settings.
Locate the appropriate address or contact details.
Enter the correct information.
Check the city, province, postal code, and other relevant fields.
Save the changes.
Review any related verification or shipping information.
Business addresses, shipping origins, pickup locations, and return addresses may serve different purposes.
Changing one address does not necessarily update every other address associated with your store.
12. My Seller Verification Is Pending
Rootsy may require seller identity and business verification.
Depending on your registration, the requested information may include:
Identity documents.
Address verification.
Registered business information.
Business ownership details.
Authorized representative information.
Other verification documents.
If verification is pending:
Review your account's verification status.
Check for incomplete fields or requests.
Confirm that the submitted information is accurate.
Provide requested documents through the approved secure process.
Contact Rootsy Support if clarification is needed.
Verification timing may depend on the information required and the applicable review process.
13. My Identity or Business Documents Were Rejected
A document may be rejected because it is unclear, incomplete, expired, inconsistent with account records, or otherwise unsuitable.
If this happens:
Review the rejection message.
Check which document requires correction.
Confirm that the document is valid and current.
Make sure the details match your registered information.
Provide a clear, complete copy through the authorized process.
Follow any additional instructions.
Do not alter or fabricate verification documents.
Contact Rootsy Support if you're unsure what information is required.
14. Stripe Is Requesting Additional Verification
Rootsy uses Stripe for marketplace payment processing and seller payouts.
Stripe may request additional information when:
Your account setup is incomplete.
Business information changes.
Identity verification is required.
Banking details need confirmation.
A payment-related compliance review is necessary.
If verification is requested:
Review the notice.
Confirm that it comes through an authorized Rootsy or Stripe process.
Follow the secure instructions.
Provide accurate requested information.
Contact Rootsy Support if the requirement is unclear.
Incomplete payment verification may affect payout eligibility.
15. My Banking Information Won't Save
If you're having difficulty entering or updating payout banking details:
Review your bank account number.
Check the transit and institution numbers.
Confirm the account holder information.
Review any displayed error.
Follow the authorized update process.
Complete additional verification if requested.
If your banking information still cannot be saved, contact Rootsy Support.
Important: Never send complete banking credentials or online banking passwords through ordinary support email.
16. My Subscription Plan Isn't Updating
Rootsy offers Starter, Growth, and Pro subscriptions.
If you've requested a plan change but the dashboard still shows your previous plan:
Open the subscription-management section.
Review your current plan.
Check whether the change was confirmed.
Review its effective date.
Check for payment-related warnings.
Contact Rootsy Support if the information appears incorrect.
Downgrades take effect at the end of the current billing cycle.
Upgrade timing and any associated charges depend on the applicable subscription terms and displayed confirmation.
17. I Can't Cancel My Subscription
If you're having trouble cancelling:
Open your Seller Dashboard.
Navigate to the subscription-management section.
Review the available cancellation controls.
Check whether a cancellation has already been scheduled.
Review the applicable billing period.
Contact Rootsy Support if the cancellation option is unavailable.
Subscription cancellation generally takes effect at the end of the current billing cycle.
Important: Cancelling your subscription does not automatically close your seller account or remove outstanding marketplace obligations.
18. My Account Has Been Restricted or Suspended
Rootsy may restrict or suspend seller accounts under its Seller Terms.
Possible reasons include:
Incomplete verification.
Suspected fraud.
Unauthorized account activity.
Prohibited product listings.
Repeated fulfilment problems.
Excessive disputes or chargebacks.
Outstanding financial obligations.
Marketplace policy violations.
Legal or regulatory requirements.
If your account is restricted:
Review any notice provided.
Identify the stated reason, where available.
Gather requested information.
Contact Rootsy Support.
Follow the applicable review or corrective-action instructions.
Do not create another seller account to bypass a restriction.
19. I Suspect Someone Else Accessed My Seller Account
Unfamiliar account activity may include:
Product listings you didn't create.
Changes to store information.
Unexpected password-recovery emails.
Unauthorized banking changes.
Unfamiliar withdrawal activity.
Account notifications you didn't request.
If you suspect unauthorized access:
Change your password immediately if possible.
Secure your registered email account.
Review your security settings.
Check account and banking information for unexpected changes.
Contact Rootsy Support promptly.
Notify your bank if financial information may be compromised.
Never share verification codes with anyone claiming to help secure your account.
20. I Want to Close My Seller Account
If you no longer wish to sell on Rootsy, contact Rootsy Customer Support to request account closure.
Under Rootsy's Seller Terms, sellers generally must provide 30 days' written notice to terminate the seller agreement, subject to applicable subscription terms.
Before requesting closure, review:
Outstanding customer orders.
Returns and disputes.
Seller payouts.
Unpaid fees or negative balances.
Active subscriptions.
Records needed for accounting and tax purposes.
Deleting product listings or cancelling your subscription is not necessarily the same as closing your account.
21. General Seller Account Troubleshooting Checklist
Before contacting Rootsy Support, confirm:
You're using the official Rootsy website.
You're signing in with the correct email.
You've checked for password or 2FA errors.
Required verification information is complete.
Your account settings have been saved.
There are no relevant account restriction notices.
Banking and subscription issues are being managed in the correct section.
You've recorded the error message.
You've gathered relevant screenshots without exposing sensitive information.
If the issue remains unresolved, Rootsy Support can assist.
Frequently Asked Questions
Why can't I sign in to my Rootsy seller account?
Check your email, password, and 2FA requirements. Use account recovery or contact Rootsy Support if the problem continues.
How do I reset my seller password?
Use the password-recovery option available from the seller login page.
Does Rootsy support two-factor authentication?
Yes. Rootsy supports authenticator-app-based 2FA for sellers.
What if I lose my authenticator app?
Review any available recovery options and contact Rootsy Support for secure account recovery assistance.
Can I change my store name?
Yes. Sellers can edit store information through the Seller Dashboard.
Can I upload a custom store logo?
No. Rootsy does not currently offer seller store-logo functionality.
Can I update my registered business information?
Yes. Business information can be updated through the dashboard, subject to any applicable verification requirements.
Why is my verification still pending?
Additional identity, business, or payment-provider information may be required. Review the notices associated with your account.
Can I change my payout bank account?
Use the available banking or payout settings and follow any verification instructions.
Why hasn't my subscription downgrade taken effect?
Downgrades take effect at the end of the current billing cycle.
Does subscription cancellation delete my seller account?
No. Account closure is a separate process.
Why has my account been suspended?
Restrictions may result from verification, security, fulfilment, payment, or marketplace compliance concerns. Contact Rootsy Support for clarification.
What if someone changes my banking details without permission?
Secure your seller account, contact Rootsy Support immediately, and notify your financial institution if necessary.
How do I close my seller account?
Contact Rootsy Support in writing and follow the applicable account termination process.
Contact Rootsy Seller Support
Rootsy Customer Support can assist with seller login problems, password recovery, two-factor authentication, store settings, business verification, subscription issues, and account restrictions.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
When contacting support, provide:
Your registered store name.
Your seller account email address.
The area of the dashboard where the issue occurred.
A brief description of the problem.
The exact error message, if available.
A screenshot where helpful.
Never share your password, authenticator codes, password-reset links, complete banking details, or payment card security codes.
Rootsy — Stronger Together, Locally Rooted.
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