# Brand Portal Login Error Messages

It is possible that you may encounter an error code when logging into the Brand Portal. Below is a list of the error codes that may appear and the what may be done to correct them.

<table><thead><tr><th>Error</th><th width="367.923095703125">Description</th><th>Further Information</th></tr></thead><tbody><tr><td>501/USR</td><td>Incorrect username or password</td><td><a href="#id-501-usr-incorrect-username-or-password">How to correct</a></td></tr><tr><td>502/COL</td><td>Not authorized for collections of webstore.</td><td><a href="#id-502-col-not-authorized-for-collections-of-webstore">How to correct</a></td></tr><tr><td>503/CUS</td><td>User has no customers according to the collections they have access to.</td><td><a href="#id-503-cus-user-has-no-customers-according-to-the-collections-it-has-access-to">How to correct</a></td></tr><tr><td>504/SRV</td><td>A time-out has occurred, please try again.</td><td><a href="#id-504-srv-a-time-out-has-occurred-please-try-again">How to correct</a></td></tr></tbody></table>

***

### 501/USR: Incorrect username or password

A `501/USR` error means the login credentials are incorrect — either the username (email) or password does not match any existing user in the Brand Portal system.

***

**Step-by-step solution:**\
For **retailers or sales users**, try the following:

1. **Double-check credentials:**
   * Ensure the email address is correct.
   * Passwords are case-sensitive — check for typos or extra spaces.
2. **Use the self-service reset:**
   * Go to the Brand Portal login page.
   * Click **“Forgot password”** and enter your email.
   * Follow the instructions in the reset email to set a new password.

For **administrators**, if the user cannot reset their password:

1. **Reset via Backend Console:**
   * Go to **Users**, find the user by email.
   * Open **Company Access**, then click **Reset Password**.
   * An email will be sent to the user with reset instructions.
2. **Check user existence:**
   * If the email is not found, confirm that the user exists in the system.
   * For ERP-synced users, ensure they have been synced and activated.

### 502/COL: Not authorized for collections of webstore

A `502/COL` error when logging into the Brand Portal means the user is not authorized to access any collections. This usually happens when no collection permissions are assigned to the user.

<figure><img src="/files/66zkgjoo3PNwlGuK6Pgs" alt=""><figcaption><p>No Brand Portal Collections are enabled for the user</p></figcaption></figure>

***

**Step-by-step solution:**\
For **administrators**, take the following steps in the Backend Console:

1. **Check the user’s collection permissions:**
   * Go to **Users** in the backend.
   * Search for the user's email and click their name.
   * Under *Collection Access*, verify that the user has at least one collection assigned.
2. **Assign access if missing:**
   * Manually check the boxes next to the appropriate collections.
   * Click **Store** in the top-left to save changes.
3. **Automatic syncing (if applicable):**
   * If your setup uses automatic synchronization from ERP:
     * Confirm the user is present in the cloud cache.
     * Ensure `syncUsersFromCloudCache` is enabled in **Collections > Advanced**.
     * Check that the user has a valid email and is of type `RETAILER` or `RETAILER_WEB`.

### 503/CUS: User has no customers according to the collections it has access to

A `503/CUS` error in the Brand Portal means the user has no customer assigned within the collections they can access. This typically affects retailer users who have been synced without proper customer linkage.

<figure><img src="/files/MSpEiilCZAyX5xjuvNGG" alt=""><figcaption></figcaption></figure>

***

**Step-by-step solution:**\
For **administrators**, follow these steps in the Backend Console:

1. **Check if the user is linked to a customer:**
   * Go to **Users**, search for the user’s email, and open their profile.
   * Under *Company Access*, ensure a customer number is linked.
2. **Verify customer data in the Cloud Cache:**
   * Navigate to **Collections > Advanced > View Collection Data**.
   * Confirm that the customer exists in the Cloud Cache with a valid `customerNo` and `email`.
3. **Ensure correct collection settings:**
   * In **Collections > Settings**, check that:
     * `syncUsersFromCloudCache` is enabled.
     * `minimalUserTypeForAccess` is set appropriately (e.g., `RETAILER` or `RETAILER_WEB`).
4. **Manually activate or resync user (if needed):**
   * If the user doesn’t appear in the user list, ask them to activate their account via the Brand Portal login screen.
   * To manually sync a user, click on `SYNC USER`  in the Temporary User Sync section of a selected user

### 504/SRV: A time-out has occurred, please try again.

A `504/SRV` error indicates a **timeout** occurred during login. This typically means the Brand Portal could not retrieve data from the backend systems in time.

***

**Step-by-step solution:**

1. **Retry after a few minutes:**
   * Temporary network or server issues may resolve quickly. Retry logging in after waiting 2–5 minutes.
2. **Check internet connection:**
   * Ensure a stable internet connection. Switch to another network (WiFi or mobile) if possible.
3. **Clear browser cache and cookies:**
   * Cached data may cause issues. Try logging in using a private/incognito window.
4. **Test with a different browser or device:**
   * If the issue persists, try logging in on another browser or device to rule out local issues.
5. **Admin check – Backend system status:**
   * Administrators should verify if the Cloud Cache or ERP integrations are experiencing delays.
   * Go to **Backend Console > Collections > Advanced > View Collection Data** to confirm data is available.

Still having issues? Contact your company admin or submit a ticket via [support.apptitude.nl](https://support.apptitude.nl).


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