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Marketing toolkit access troubleshooting

If you’re having trouble accessing the Marketing Toolkit, use the steps below to troubleshoot common login and account issues.

Start with the section that best describes what you’re experiencing. If these steps don’t resolve the issue, our support team can help.

I forgot my password or need to reset it

From the Marketing Toolkit login page, select “Lost your password?” and enter the email address associated with your Toolkit account.

You’ll receive an email with instructions for setting a new password.

If the password reset email does not arrive:

  1. Check your spam or junk folder.
  2. Allow a few minutes for the automated email to arrive before requesting another reset.
  3. If you still do not receive it, your organization’s email security system may be filtering or blocking automated messages from the Marketing Toolkit.
  4. Contact your IT department and ask them to allow/whitelist:
  5. Once your IT department confirms the sender and domain have been allowed, return to the login page and select “Lost your password?” again to request a new reset email.

Important: Marketing Toolkit account and password emails are sent from admin@mc-ally.com. If your IT department is investigating the issue, ask them to search specifically for messages from this “mc-ally.com” address.

I have my login information, but I still can’t access the Toolkit

First, confirm that you are entering the email address (or username) associated with your Marketing Toolkit account and your current password.

If your credentials are not being accepted:

  1. Try resetting your password by following the instructions in the “I forgot my password or need to reset it” section above.
  2. If you have previously saved your Toolkit password in your browser or password manager, make sure an outdated password is not being automatically entered.
  3. Try entering your email address/username and password manually.
  4. If you recently changed your password, clear your cache and close any existing Toolkit browser tabs and open the login page again before attempting to sign in.

If you still cannot log in, proceed to the browser troubleshooting steps below.

I’m seeing an error, being asked to log in again, or the site isn’t behaving normally

Browser cookies, cached files, or an existing login session can sometimes interfere with authentication.

Try the following in order:

  1. Close any other Marketing Toolkit tabs or windows.
  2. Clear your browser’s cache and cookies for the Marketing Toolkit.
  3. Close and reopen your browser.
  4. Return to the Marketing Toolkit login page and try signing in again.
  5. If the problem continues, try accessing the Toolkit in a private/incognito browser window or a different browser.

These steps may help with issues such as:

  • Being prompted to log in more than once
  • Being redirected back to the login page
  • A “Bad Request” message or similar browser error
  • Pages not loading correctly after login
  • Unexpected behavior after changing or resetting your password

Note: Using a private/incognito window is a troubleshooting step, not a permanent solution. If the Toolkit works there but not in your normal browser window, cached browser data or cookies may be contributing to the issue.

Still need help?

If the steps above don’t resolve your issue, get help by emailing designer@equinox-creative.com.

To help us troubleshoot as quickly as possible, please include:

  • A brief description of what happens when you try to access the Toolkit
  • Any error message you receive
  • A screenshot of the issue, if possible
  • The browser(s) you are using, such as Chrome, Edge, Firefox or Safari
  • Any troubleshooting steps you have already tried
  • Your availability for a brief troubleshooting call, in case we need to work through the issue with you directly

Please do not send your password or other login credentials by email.

We’ll review the issue and help you get access to the Marketing Toolkit.