Troubleshooting your Emerson account

Overview

Quickly resolve common issues with your Emerson account so you can get back to what matters most. If you need additional assistance, our customer success team is here to help.

General troubleshooting

Try these steps to resolve performance and latency issues. These solutions may also help troubleshoot specific issues outlined in the sections below.

• Check that you’re using a recommended internet browser: Emerson works best with Chrome or Firefox.
• Ensure your internet browser is up to date: Updating your browser ensures that you have the latest bug-fixes and patches.
• Clear your cache and cookie: Clearing this information saved in your browser will help your browser to run more efficiently.
• Close unneeded tabs: Making sure that tabs you aren’t using are closed will similarly improve the performance of your browsing software.
• Ensure you have a stable internet connection: A slow or unstable connection can create all kinds of issues when trying to browse the web in general, or Emerson specifically.
• Try an incognito or private window: This avoids saved cookies, cached information, or browser extensions that might interfere with login or security processes.

Login trouble

If you’re having trouble logging in, try resetting your password. Click the “Forgot password?” button on the sign-in page. Provide the email address tied to your account, and then click the “Email me a reset“ link. We’ll send an email enabling you to reset your password and regain access to your account.

If you’re still having trouble, try the above general troubleshooting tips.

Trouble resetting your password?

If you’re trying to access Emerson Ecologics using a bookmark in your browser or through a password manager, you might need to update the saved URL:

1. Update any bookmarks or saved Emerson login pages to https://emersonecologics.com/login.
2. Clear your cache and browser history.
3. Quit and restart your browser.

Still having trouble logging in or resetting your password? Contact support for help.

‘An account with this email exists’ errors

If you’re creating a new account or updating your email address and see an error stating, “An account with this email exists” or “This email has already been taken,” you’ll need to use a different email or update the existing account’s email before trying again.

Checkout errors

If you run into checkout issues, try emptying your cart and rebuilding your order. This refreshes the checkout system, like reloading a webpage that didn’t load correctly. Don’t hesitate to try the general troubleshooting tips above as well.

Emerson Ecologics emails not being received

If you’re not receiving emails from Emerson Ecologics, checking your junk and spam folders first is always best. You might have to add Emerson Ecologics email addresses as contacts or mark them as safe senders for emails to be delivered successfully.

Gmail

To mark Emerson Ecologics as a safe sender in a Gmail account, a filter can be created to ensure messages from Emerson Ecologics are never sent to the spam folder.

To create a filter in Gmail:

1. In the search box at the top, click Show search options( ).
2. In the From field, type support@emersonecologics.com.
3. In the bottom right, click Create filter.
4. Check Never send it to Spam.
5. Click Create filter.

Outlook

Emerson Ecologics can be added to the safe mailing lists for an Outlook account.

To add Emerson Ecologics to Safe mailing lists in Outlook:

1. Open your Safe Senders settings.
2. Under Safe senders and domains, enter support@emersonecologics.com and select Add.
3. To add a mailing list to your safe senders, enter the mailing list under Safe mailing lists and select Add.
4. Select Save.

Yahoo

Yahoo users can create a new filter, including a new rule, to ensure that Emerson Ecologics emails are correctly sorted in their inbox.

To create a filter in Yahoo:

1. Click the Settings icon ( ), then select More Settings ( ).
2. Click Filters.
3. Click Add new filters.
4. Enter the filter name, set the filter rules (including the sender emails), and choose or create a folder for the emails.
5. Click Save at the bottom.

Before contacting support

If you’ve attempted to troubleshoot issues on your own and haven’t been able to resolve them, it may be best to contact our customer success team. To allow them to provide the best possible support, please make note of the following details:

• What kind of device are you using to access your account?
• Which internet browser are you using?
• Do you have a firewall or VPN active on your device?

If relevant, it may also be helpful to provide the following information to assist our team in resolving your problem.

• A screenshot of the error message or account issue.
• The steps required to reproduce the issue.
• Screenshots of any relevant communications you have received from Emerson.
• Any tracking numbers or shipment information you’ve received.