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

Improve both your Emerson experience and general internet browsing by taking these steps to resolve performance and latency issues. These may also be applicable in troubleshooting more specific issues you’ll find in the following sections.

• 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.

Specific scenarios

Login trouble

If you’ve forgotten your password, click the Forgot password? button on the sign in page. Provide the email address tied to your account, and then click Email me a rest link. We’ll send an email enabling you to reset your password and regain access to your account.

‘An account with this email exists’ errors

If you’re creating a new account, or trying to update the email address on your current account, and you see an error informing you that the “An account with this email exists” or an email “has already been taken”, you will need to either use a different email address to complete your task, or alter the email address where it’s already in use, then come back and try again.

Checkout errors

If you run into checkout issues, try emptying your cart and restarting 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.

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.