There are going to be times when your customer has an outdated or an incorrect email address in Etsy, so they won’t receive the access link to their template. Go to the admin area, then to orders and see what email address is attached to their order. Let the customer know which email it is. It’s ok if they don’t know the password.
You can send them the access link by copy and pasting it, or they can access it on their own by going to the log in page at templett.com/login. Tell them to enter the email associated with the order (it may be the old outdated email or work email). They will see a message with an option labeled, “Don’t have access to this email?” (under the password field box) When they click that option, we'll show them another screen where they can enter their Etsy order number to confirm their account. If the Etsy order number matches the email entered, we'll give them access to their account.
Please Note: If your customer has an existing Templett account (from a previous purchase with you or another shop) you do not need to send them an access link. They can sign into their account by going to the Templett login page. To find out if the customer has an existing account, you'll want to check their user logs in the Order’s section of the Admin area. This will show you if the link has been sent, as well as if they have accessed their account yet.
Something to Remember: At times customers will ask you to update their personal information (like email addresses). You cannot do this on your end, but you can copy their access link and send it to them. Then, they can update their email address when first accessing their template.
To send the Templett access link to your customer, navigate to the Admin area and click the User Details page for the customer. Click the “Logs” icon and copy the access link (by clicking the clipboard button) and paste it in a conversation with the customer on Etsy. When your customer accesses their account for the first time, they will have the option to update their email address.