ACHQ customers use the ACHQ Partner Portal to access child accounts. When login errors occur, they can block your entire team from working in those accounts. This article explains how to log in to the ACHQ Partner Portal, switch between child accounts, and resolve common access issues.
Take note
- You must have an active partner account to use the ACHQ Partner Portal.
- Each child account must have your ACHQ account associated with it before you can access it through the portal.
- If multiple team members are affected at the same time, the issue may require escalation to the ActiveCampaign support team.
How to log in to the ACHQ Partner Portal
- Go to your ACHQ Partner Portal login URL.
- Enter your primary admin email address and password.
- Click "Log In."
- If prompted, check your inbox for a six-digit verification code and enter it on the verification screen.
If you do not receive a verification code, check your spam or junk folder. Reply to your open support ticket if the code does not arrive within a few minutes.
How to switch between child accounts
Once you are logged in to the ACHQ Partner Portal, you can access child accounts through the account switcher.
- Look for the account switcher menu, which lists the child accounts associated with your ACHQ network.
- Click the child account name to open it.
- If a child account does not appear in the list, that account may not have your ACHQ portal associated with it. Contact ActiveCampaign support to have the association confirmed or added.
Common login errors
The table below describes the known error types and their causes.
| Error or symptom | Likely cause |
|---|---|
| Multiple team members cannot log in | The child account may not have an agency account associated with it |
| One team member can access the account but others cannot | Session from a previous day is still active for that user; other sessions are being blocked |
| Login blocked after account deactivation | The child account was deactivated; contact support to reactivate it |
| Email address already assigned to an existing user | The email used for the primary admin is already in use by another user on the same account |
Troubleshooting steps
Work through these steps before contacting support. Gathering this information first helps the support team resolve your issue faster.
- Check your browser. Visit whatismybrowser.com and copy the unique link it generates. Share this link with support if you open a ticket.
- Test in a different browser. Open a second browser you do not normally use and attempt to log in there.
- Test in a private or incognito window. Open a private or incognito window in your current browser and attempt to log in. Note whether the result is different.
- Check your network connection. Run a speed test at speedtest.net and note the results. A poor or unstable connection can interrupt authentication.
- Check your VPN. If you use a VPN, disable it and attempt to log in again. Note whether disabling the VPN changes the result.
- Confirm your location. Note your current geographic location. Share this with support alongside your browser and network details.
- Record the error with the browser console open. If the issue persists, record a short screencast of the login attempt. Before recording, open your browser's developer console by pressing F12 (Windows) or Command + Option + I (Mac) and click the "Console" tab. The console output helps the support team identify the exact error.
When to escalate to ActiveCampaign support
If the steps above do not resolve the issue, contact the ActiveCampaign support team. When you reach out, include:
- The affected account URL (for example, youraccountname.activehosted.com)
- The email addresses of all team members who cannot log in
- Your browser information link from whatismybrowser.com
- Your geographic location and VPN status
- Your screencast recording with the browser console visible
- A description of what each affected user sees when the login fails
If your issue has already been escalated and you have not received a follow-up, reply to your existing ticket number rather than opening a new request. This keeps all information in one place and avoids delays.
For guidance on reporting a technical issue or bug to ActiveCampaign, see How to Report a Technical Issue or Bug.